The publicity surrounding Occupy Wall Street makes me think we need our own movement in customer service. I just don’t know where to gather (suggestions here).
In many ways the #OWS experience is exactly what I advocate relative to customer service. Vote with one’s wallet. One thing the “99%” understand… change requires action. Sadly the same malaise that affects American voters (perhaps the 99% are upset, but few vote) wreaks havoc on consumers too.
Companies need not be obligated to deliver good service, and in fact many do not. But those that do, reap higher rewards in the form of decreased acquisition costs, loyal customers, and higher profit/customer. Government can’t compel good customer service. But it shouldn’t have to either. Customer service and corporate profit motives are not mutually exclusive. Companies should freely deliver superior service because it improves profitability. I have first-hand knowledge that such service can improve corporate profitability while leading to more satisfied consumers. (Yes, the proverbial win-win.)
Rise up brothers and sisters! The pivot point is that although we aren’t entitled to great customer service we can choose to take our business elsewhere. Failing action in the political sphere, guilt rests with a complaisant American public. Too many remain mute on the sidelines and too few have exercised their right to vote for too long. In the realm of customer service, how do our actions stack up? Or are we too guilty of failing to change when better alternatives exist?
What steps will you take to initiate change when you experience unacceptable service? And with which company will you start?
