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Love Your Customer’s Imperfections

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There’s a growing trend among customer service people to blog about how much they hate customers. It’s sad to see so many of customer service people lack the vision of real customer service. No, customers are not always perfect, in fact, they rarely are. The customer is NOT always right…but they are ALWAYS the customer.

Customer service needs to appreciate customers.

Too often we take customers for granted. The first customer is special, but what about customer #2? #3? #58? #3,587? The magic of having a customer begins to fade.

Becki in Washington D.C. recently shared her family story which is a model for customer service people everywhere to remember to appreciate customers everywhere.

Becki’s cousin got married recently. Being one of the first cousins Becki’s age to get married, this was the first time in over a decade that this branch of the family had been all in one place. The wedding ceremony was beautiful, the food was wonderful, and because of a 10PM noise ordinance, even the police were involved in the celebration. What does Becki remember the most though?

The imperfect people. Connecting with people. Catching up with people. Celebrating with people.

Becki’s family isn’t pefect. But then again, whose family is? So your customer isn’t perfect. Are you? 

You don’t always have to like them, but love them when you can.

We spend too much time, energy, money to gain a customer, only to turn around and hate the customer for their imperfections. Who cares? Laugh it off. Deal with it. Appreciate it. Celebrate it. How luck are you to have customers to serve?

Ask a failing business what they would give to have even an annoying customer.

Becki says that the key to connecting with any type of person is not to stress the small stuff. Becki lives in the moment. Becki has perspective. The successful customer service organizations do too.

At Zappos, they understand that they don’t work with perfect people. Zappos customer service encourages a little bit of weird from their employees because we’re all a little weird. Customers are real people, imperfect people…and that’s ok.

Live in the customer service moment.

We need to live in the moment. Becki’s grandma had no idea what was happening or who was getting married but she was thrilled to be at the party. Are you thrilled just to be part of the customer service party

The next time you arrive in the office, an take the first customer phone call, customer email, or live chat session, remember: The customer is imperfect, and so am I. That’s real customer service.


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