Customer Service Matters More Than Ever

As vendors for business process optimization and print/mail integrity tracking, we provide software and services which must improve our customer’s business in order for us to be successful.  We are in a challenging market, in relatively tough economic times.  Why then, do I see so many large service vendors forgetting that it is the customers they are servicing? 

It is very easy for any business to get so caught up in day-to-day battles and processes, that they momentarily forget who is paying the bills.   But when it becomes the culture of a company to put process and “the company” ahead of the customer, decline is imminent.   Customer service must be embedded in the culture of a company…. A way of life, rather than check mark in a “to do” list.    

It is the customer’s growth we must be focused on in order to achieve our own growth. Simple things matter:

Ø  Understand the business objectives  and risks of the client

Ø  Make it easy for the customer to do business with your company

Ø  Stay in touch with the client, not just when they are buying

Ø  Look and listening closely to the factors challenging the client’s business

Ø  Be advocates for their business

I am fortunate enough to work for a small company where there is no tolerance for lack of customer service.  Success, even survival, is predicated on ensuring the customer’s success.   

If you have customers, you are in the customer service business! It is far too easy for our prospects to find competitors.   

By Pat Hoskins, pat.hoskins@ironsidestech.com, PH 585.953.3013