In These Days Of Mediocre Service It Is Hard To Be A Committed Customer

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In my book I write about the fact that customers will never be blind to poor service, poor quality and poor relationships. While I think most business owners embrace this as true, I am amazed more every day how haphazardly the associates who work in various capacities so poorly represent any regard for great customer service! I suspect that it is some what related to training and lack of measurement on customer service in various businesses but I also believe there is a lack of real desire to listen to customer needs and discover a way to fill their needs which in turn is driven by organizations where empowerment is just not embraced. So, what you get is customer service similar to my latest two examples.

First, I had been using the same dry cleaners for more than a year since I moved to my new location. On more than one occasion I asked for the amount of starch to be lessened in my shirts. Each time I asked, I was told no problem we can change that. However, after four times requesting this same thing it had not changed. Finally, one day I said this is the last time I intend to ask about the starch and they apologized for the continuing issue and promised a change this time. As you have guessed by now, nothing changed but where I now take my laundry! My new cleaners completes the task as requested but they go the extra mile every time I go there. If a button is missing or a stain will not come out they make sure I know about the problem and do all they can to resolve it before I ever even ask or know about it. I am thrilled to have made the change and I am happy to pay on average 10% more for the same work because the quality and service exceed my expectation!

Second, I recently called my regular pest control service with a rodent problem which I had no idea if it was covered under my contract. I originally solicited there service when I moved to my current location (just like the cleaners) and I have been loyal to their continuing quarterly service. However, when I called with my current issue, I was told not only do we not cover that in your current contract. We do not perform that service. I said fine but can you help me with who I might contact to take care of the issue. They said no they did not have a contact but hoped I could find some resolution by finding that kind of service. They did not offer to help find a service nor did they offer any immediate suggestions to deal with the issue. So, like the cleaners, I intend to have a new pest control service in the near future.

I assume that my dollars of business will not be missed initially in either business but I do wonder how many customers they will lose before they lose their business all for the lack of customer service/attentiveness. It is really hard to be a committed customer these days but where I find committed service attitudes I will have great loyalty even at a premium!


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Motivational Leadership Speaking Motivational Leadership SpeakingRandy continues to be an exciting motivational leadership speaker, which has been his passion for over 25 years. He honed his skill as a motivational speaker and business coach working at GE under the tutelage of Jack Welch. From line supervisor to President & CEO, Randy has successfully lead individuals through his specific motivational methods that produce tangible results. Randy is personable, authentic, and driven. He has a speaking ability that motivates and energizes individuals to achieve beyond their potential.
Executive Leadership Mentoring Executive Mentoring & Leadership ConsultingRandy Dobbs is a proven CEO with strong operational/execution skills who has demonstrated success in fix-it situations. Randy has been a mentor for over 30 years helping individuals, senior leaders, to CEO’s at GE, Phillips Medical, USIS and wcasportfolio companies. Randy was trained in mentoring while at GE and subsequently pushed to train all the top leaders in Philips and USIS while implementing mentor programs at both organizations.Randy mentors/coaches CEO’s and some of their direct reports today in his current role.
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Sharing personal experience and practical business blueprints, Dobbs takes the reader on a journey through the transformational process. Leaders working in organizations of various sizes--and facing diverse challenges and opportunities--will find Dobbs' ideas transformative, personally as well as professionally. This is a book for persons who want to be change agents within their respective organizations. It is for all who want to make a difference for themselves and their coworkers.