I read an article today by Susan Ward and the article focused on good Customer Service.

According to Ward:

“Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.”

Having recently battled with a company with poor customer service, I know first hand what it is like to lose loyalty in a company purely based on customer service experience(s). A product may be terrible, but if a company is willing to rectify the problem then I’m willing to give the company a chance. If a company implies that it doesn’t care whether you are loyal or not, it will more than likely lose my business.

I pose two questions for you to think over:

Why aren’t more companies trying to keep loyal customers through customer service?

Why does the primary focus seem to be on sale prices?

I am appalled at how bad customer service can be. Only occasionally do I ever experience a good outcome from customer service. Most often, I am put on hold, disconnected, talked to like I’m a child, etc.