I don’t know about you but I will frequent a store more, buy more of a company’s product and even be more inclined to hire an outside service provider if they provide great customer service. That means they are responsive, they work hard to meet our needs, they care about our business – And this is not just about “feel good” soft metrics. Bad customer service translates into frustration and wasted time – in business if a service contractor provides bad service it contributes to deterioration of quality and adds to the “cost” of using said provider.

In the reverse – great customer service can lead to increased customer loyalty, increased revenue and other positive business contributors. We all read how successful companies are touted, where there success is tracked to their focus on the customer and superior customer service. So while you are all nodding your heads in agreement  – why are we then so surprised when we get it!

Why is it that we are more often then not dissappointed in the service levels we get?

We come to our business partners or goods/service providers with certain expectations. Some of these expectations are set by the company’s reputation – as a consumer, think Nordstrom or Zappos. They set the expectation and they deliver. With others we come with our own expectations. In the B2B marketplace, service is less of a touted “brand” attribute yet something that we value on a regular basis. Why do companies sometimes fail to meet our expectations?  Here’s a number of possible reasons: 1. We do not clearly outline our expectations and give them the insight they need to meet or exceed them. 2. They do not recognize the value of good customer service and see it as a cost center. 3. They are not empowered.

In this challenging economy, with a myriad of choices for less dollars, customer service can still make a difference in purchasing decisions and impact a positive long term outcome. So call, Tweet, IM or email that customer right back…put your customers first, show them they matter…in business as in our personal lives – it matters.