I am amazed everyday when I talk with the customer service department for a large company and hear the irritation in their voice, when they are suppose to be helping solve my problem.  It is like I am keeping them away from playing solitaire on their computer instead of them doing the job they have been hired for and taking care of the customer, the reason why they have a job in the first place.  I feel that the customer service departments both large and small just do not care about their customers anymore.  I can tell you first hand as a previous owner of a small personal training studio, that customer service is one of the most important things you need to do to run a successful business.  I excelled in customer service and did bend over backwards for my clients.  They are the reason that I can put food on the table and employ 6 people.  If you do not take care of your customers they will find another place to spend their money.

Yes, I do believe that the customer is always right.  They have a problem with your service or product and you need to fix that problem and make them happy.  Yes, sometimes it is not always easy or fair but whoever said life was fair.  The client wants to be listened to and understood.  The last thing that a customer service agent or owner/manager should do is explain their policies, that is the last thing that the customer wants to hear.  Yes, you know them great!  Listen to the client and do everything in your power to fix their problem.  The Ritz Carlton did the right thing by empowering all their employees to fix any guest’s problem, even given them a monetary spend to make them happy.

That seems to be the biggest problem companies face with customer service, letting their employees know what they can and cannot do to help make the customer happy.  These companies both large and small need to invest some serious money in training everyone in their company in how to treat their customers/clients.  If everyone in the company is properly trained then you will keep clients for a very long time spending money with you.  This seems easier said then done, the reason is because most owners/managers look at the expense of the training and they would rather spend their money in other areas to build their department/company.  This is so short sighted on their part, yes, you need to be spending money on sales and marketing to get the customer in the door in the first place but if you team does not know how to handle the customers when they  come in then you are really flushing money down the toilet.

I do believe that we can get these companies to turn around and treat their clients/customers the proper way and keep them happy, smiling and spending money.  They just need to look behind the curtain and see where they are broken and get it fixed.  If I keep on this horse we will get this done.

Have a Happy 4th of July weekend and remember, make it a great day!

Matt McKinnis