Customer Service: A Thing of the Past

Posted by Deborah Chaddock Brown on October 30, 2009 under Customer Moments | Be the First to Comment

I was just reading John DiJulius’ recent newsletter in which he shares the latest statistics on customer service.  In the past (survey from 1997-2007)38% of companies ranked a “3″ on a 1-5 scale in terms of customer service.  One representing the worst possible experience and “5″ as World Class. 

That’s a “C” on my report card.  I don’t know about you, but there wasn’t a whole lot of celebrating going on at my house if I brought home a “C” on my report card. 

• Average
• Neither Here nor There
• Not that great, not that stinky
• What was expected and nothing more
• NOT memorable

Think about your customers – is that what you want their view of your company to be?  Just okay?  Average? 

So what has the recent economic climate done to those results:  John spells it out:

“…the shockingly bad news is that more organizations have gotten worse.  Levels 1 and 2 have spiked 15% combined, while Level 3 has dropped from 38% to 21%.  Level 3 used to be where most companies lived, but today is shrinking.

Companies are making a conscious decision to remove “customer service” from their to-do list.  Just like “employees should be happy they have a job” customers should evidently “get over themselves” and forget about being VALUED and CONSIDERED and NURTURED in the selling experience. 

O.M.G.

Just like a coin, there are two sides and John spotlights the fact that some companies – albeit very few – do get the value of building customer relationships:

The good news: Level 4, Above Average, customer service companies actually grew 2%, and the 3% of companies that were World Class are still World Class. That did not drop off like some feared.  So that tells us there has been an increase (2%) in companies that have seen the value of improving their customer service level in order to compete in today’s economy. The 21% (original Level 4 & 5) have not compromised on their commitment to superior customer service.

My take on the whole thing?  THIS IS OUR CHANCE! 

We all have way too much competition, but this is our chance to really shine in the customer’s eyes.  If we put more, not less, focus on the customer, we have the opportunity to be the leader in our industry:

• Understanding and exceeding customer’s expectation
• Actively listening
• Making recommendations based on uncovered needs
• Building a relationship – establishing trust
• Following up

The economy is going to get better.  It is!  And when it does and when consumers have more confidence in spending – where do you think they will return?  To the company who saw no value in the customer when the chips were down or the company that did everything in their power to build customer relationships, establish trust and work hard to exceed their expectations every time?