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October 11, 2006
May I Help You? Thoughts On Customer Service.
Great post on customer service on Seth Godin's blog, titled "To [or] For". He describes an experience in the White Plains airport that is very easy to relate to.
[His post is particularly resonant with those of us from the Westchester County (NY) area old enough to remember the old Westchester Airport...an oversize house alongside a tarmac...not really what you might refer to as a "terminal." The new terminal may be bigger and better looking, but one might question whether it is any more comfortable (especially during peak travel times.)]
This is a great topic for manufacturers and dealers. Customer service, as I wrote about recently, is one of the keys to Dell's woes today, and remains woeful in a remarkable number of high profile companies. Ted Leavitt taught us all years ago...the sole purpose of a business is to acquire and retain customers. Whether you are reading this with an enterprise perspective or a dealer/broker viewpoint, you need to ask yourself if you spend enough energy focused on delivering something "for" someone and not "to" (or even worse..."at") someone.
To paraphrase George Santayana, "If we fail to learn from our mistakes (and those of others), then we are destined to repeat them."
Posted by jcioban at October 11, 2006 7:27 PM
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