"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
--- Jeff Bezos
I always found it interesting the number of books you can find at the bookstore covering the subject of customer service. From how-tos to case studies to "new and improved methods," the number of books about providing good customer service continues to grow. This means that there must be a demand for them and that people are seeking steps and tips for improving how they treat their customers.
I've always taken the simplistic approach that you make it your aim to provide a quality product or service and then treat people fairly and with respect. This approach seems to work, but I don't believe I could stretch the advice into a 340-word best-selling book. I'm sure that these books are helpful in the same way a gun-shooting class is probably better than simply knowing to point the business end of the gun toward the bad guy.
"We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service."
--- Tony Hsieh
I imagine that in these books, the first approach to providing excellent customer service is to make sure that you have a passion for people and pleasing them. This is a good first step as long as you remember that there will always be some folks that you could never please.
Seeking to please regardless of the product or service you are providing helps to establish the mindset that everything humanly possible will be done in order to bring satisfaction to the customer. This is what sets others apart and helps establish the reputation of being a customer pleaser.
"Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline."
--- Harvey Mackay
The second approach, found in a lot of the books on customer service relations, is to develop an understanding of what it is that the customer wants from your company. In the sign industry, it would be far-fetched to believe that a customer is expecting a great dining experience when they visit your shop. On the other hand, it would be quite a stretch to think that anyone visiting your shop isn't looking for a sign-related solution.
In other words, concentrate on what it is that will please the customer and then focus on providing it in the best way you know how.
"I do have very high customer service standards - I'd send back sushi because it's too fishy."
--- Greg McHugh
Finally, in order to be classified as a customer service book, there would have to be a section in there about treating the customer fairly and with respect. In too many business and customer relationships today, the customer ends up leaving the shop, hanging up the phone, or logging out of an online purchase feeling like the villain. Instead of being treated as the greatest person to enter the shop, they are seen as a burden to the frontline customer service representative. The customer leaves, vowing never to darken the doorway of that business again.
Obviously this is not providing great customer service and won't be found in any of those books. In fact, to save you some money today, don't buy one of those books and do as I mentioned earlier: "Make it your aim to provide a quality product or service and then treat people fairly and with respect."
Successful & Stunning Vehicle Wraps: What You Need to Know, Part 2
By David King
In Part II of this article, we cover the correct ways of printing and laminating, installation, and delivery of the final product.
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Lettering on a plumbing service van in Albertville, Alabama:
"A royal flush beats a full house any day"
As seen on a sign in a Kokomo, Idaho:
Lettering on Wrecker Service tow truck in Albertville, Alabama:
"The cheapest hooker in town!"
We need those funny signs you've seen in your travels, come on, we know they're out there.
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