Do you and your family have a black list of stores you will no longer shop at? My husband and I certainly do. Do you want to know why these stores have make “our list”? Customer service, or lack thereof.
I’m sure you have your own personal customer service nightmare story. I have a few.
Translate that, if you will, to your company. Do you think your customers/clients (or past customers and clients) have nightmare customer service stories about you and your company? It’s worth thinking about.
There’s no reason to be rude or insulting, obviously. To build on that, there’s no reason to not return a call or e-mail. How about being proactive? Do those ‘nice things’ that, by themself, may not mean that much, but that, in fact, have an exponential effect due to the good will they generate. Connect people, send a thank you note, send a birthday card, call for a quick non-business-related chat.
Personal connections rule the world. We may forget that while we’re Blackberrying, twittering, and e-mailing, but it doesn’t make it any less true.