Why have we lost sight of the true value of a satisfied customer?

I’m livered. Actually that is the understatement of the year. I’m pissed! I have really been messed around this week by a particular service provider and it’s cost me hours of extra work as a result of the downtime. I know you’ve experienced disappointing service at some stage. Who hasn’t nowadays?  It’s become the status quo and how truly disappointing is that? Poor service delivery happens so often we just accept it.  What’s happened to good old fashioned client service in this country? I tell you what’s happened – It just doesn’t exist anymore. Brendan, face the facts, you’re simply a number in the system old boy and they don’t give two hoots about you. That’s what it really felt like today.

This particular service provider I deal with simply collect and collect my hard earned money every month and screw the customer when you need something from them.  It’s not what they advertise in their fluffy expensive  “We love you so much and are always there to help you” commercials of course, but it’s the reality.

Client service’s in South Africa generally stinks and the rotten smell is getting stronger.

Yes, this is a bitch session but I need to get this off my chest, plus my DSL internet and phone line is down (no prizes now for guessing who the service provider in question is now), so I’m thinking I might as well get my blog post for the week written up while I wait for some overworked, underpaid oke at the call centre to pick up my call. Why I’m holding on, I don’t know, because all this poor sod is going to do is overpromise and horribly under deliver again. Sound familiar.

(I’ve been holding on so long I think I might have had a birthday in between. What year is it? )

My point is simply this:

Why have we lost sight of the true value of a satisfied client?

I mean it makes me sick to my stomach when your value as a customer is undermined. Who pays the damn inflated salaries at these big corporate companies? You and I do. Who makes sure these guys have cash in the coffers to sponsor lavish world cup tournaments? We do of course. Who is there to help you out at these companies when you need some real assistance once in a while?  NOBODY OF COURSE. Go figure.

Here is a million dollar piece of advice. If you want to make a bucket of cold hard cash just focus on good old fashioned client service.  It doesn’t matter what you are selling or what service you are providing. Do what you promised the client you would do. Phone back when you said you would. Don’t screw your clients and for God’s sake put a little enthusiasm into what you do for a living even if it is only picking up calls in a call centre!

Could we see the rise of small business because corporate companies are getting a little too comfortable and generally don’t add any value because they are only concerned with their bottom line and ensuring fat shareholder dividends?

Oh I think so. Don’t get me wrong though. Not for a second am I suggesting that everyone who is employed with a big corporate company doesn’t add value to the business. Many do. But unfortunately many more simply don’t and for those that offer zero value it’s simply a case of clocking in and clocking out at the end of the day. The scary thing is that it’s these guys with the “ I don’t give a c%&p” attitudes that occupy the most critical area of the business – Client Services.

You see when you run your own business, you understand the true value of a client. It’s simple because if you don’t satisfy the needs of your clients, you are out of business. Finished, Klaar – Kaput! Clients expectations not being met means no business, which equals no money. That is the bottom line.

That’s why business owners work long hours, put in graft on the weekend, take calls in the evening, because their livelihood depends on it.  That’s the difference between small & large business. It’s the urgency factor. And it’s this commitment to always providing value as a business owner that will either keep you in the game or force you out quicker than Benni McCarthy’s return to the national soccer side.

Of course when you are a corporate and you monopolize the arena in which you operate, it’s easy to get away with shocking service because who cares if Mr Els is unsatisfied. We have another half a million other guys we are milking every month. Plus, who is he going to take his business too anyway? He doesn’t have many choices. Ha Ha!

THEY HAVE LOST SIGHT OF THE VALUE OF A SATISFIED CLIENT

Sometime in the future, this lackadaisical approach to business will come back to bite them in the arse. You can count on it.

I want to end the blog post with this promise to all our clients and anyone who might decide to do business with us in the future.

• Your needs come first
• Your expectations will be met.
• Your calls will be returned.
• We will never ‘screw you’ over
• We will treat you as an equal
• We will never undermine your value to our business
• We will always go beyond the call of duty to help you out

Ok, now I feel a little better. Writing is good therapy. Next week I promise to get back to some insurance and financial planning related stuff.

If you have experienced any horror service related incidents recently you would like to share, feel free to post a comment below.

Until next time

Brendan

Related posts:

1. Is there still a place for pushy sales agents?

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