In the last two weeks I have discovered (unfortunately) that customer service is an oxymoron with a few companies I’ve had interactions with. Both companies are at the end of the spectrum in size and earnings. One company had annual earnings in 2011 of more than 126 billion dollars, the other company in the 2 million dollar range.
Lousy customer service can be prevalent in companies for any number of reasons, but in the end it’s the companies employees that have the most influence on the type of service a client does or does not receive. Employees need to bring a different mentality to their career (not jobs) if they want their company and themselves to succeed.
Think like the owner of the company. 
Companies invest a certain portion of their yearly operating budget on sales lead generation, advertising and marketing. That is only part of the investment the company owner makes. Once that prospect or lead becomes a customer the investment continues in making sure the customer is happy and satisfied with the service or product you provide.
Consider the scenario if the tables were turned and it was up to the employee to invest part of their paycheck for lead generation or the hourly wage to provide a service. Would that employee provide a different level of energy or enthusiasm to ensure a return on their investment?
Not sure where I’m headed with this concept? Let me describe how I got it to resonate with a previous company I was affiliated with.
I was running the sales and marketing division of a large-volume home building company in Indianapolis. I had a staff of twenty five sales consultants, and I would ask them the same question, but in a different way.
One sales meeting I asked everyone to bring in their checkbook. I then asked each consultant to write a check for $435 made out to Mr. Ad Vertising.
I then went on and explained that was how much it cost the company to bring a single prospect into their sales office. I then asked them if they had to write out a check for $435 every time a prospect walked through their door, and it was coming out of their own pocket, how would they treat that prospect? Would they jump up and greet them with a smile? Would their follow-up on questions the prospect had take on a new urgency? Would they do more than they would otherwise do if it was them, not the owner writing the check?
The look on their faces was priceless; picture a herd of deer staring into headlights. For the first time they understood the investment the company was making in turning prospects in customers.
It shouldn’t matter how large or small the company you work for is, think like an owner when you start and finish each work day. If you don’t think customer service is important, think again.
It’s a valuable lesson because without prospects and eventually customers, we’ve got nothing.




