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As Kelsey Guetschow and I say page after page in our customer focused book great customer service comes back to doing what’s best for the customer.
Of course, that’s much easier said than done. Companies have financial goals and other performance metrics that don’t always align with what is actually best for the customer.
Picking on digital marketing for a second – because there are plenty of examples. ??♂️ One example is to make people click unnecessarily to drive up pageviews. Of course, there is a difference between engagement and driving up views that aren’t useful to the reader. But, often the reader isn’t the customer because the platform is monetized through other means.
For example, Facebook’s customer isn’t the user but it’s actually the advertiser. So in a customer-focused world Facebook would make customer-focused decisions based on what’s best for the advertiser-not the user. ?
So that was an interesting tangent to today’s story but it’s something to consider because if the person that we’re not focusing on is actually not the official customer does the concept addressed in Kelsey’s and my book still apply?
I would argue yes because the more focused we are on the customer and also the users that help us deliver what our customers want the more likely we are to succeed.
OK, done with that side – but important – story, let’s get back to what I was actually going to share with you today.
I’m not a handyman at all. And of course today you can hire people to do all kinds of things. I once bought a nice office chair for about $100 and the assembly cost me another $60. I thought that was a fantastic investment-especially given it took the handyman an hour to put it together.
The same concept applies when something needs to be fixed in my house-for the most part. I look my phone to call somebody as opposed to my toolbox-which reminds me I don’t have a toolbox.
That of course also applies to plumbing-related issues. The faucet in the kitchen was not dispensing water at the speed that it had been.
So we called our plumber to take a look. We called the company we’ve worked with for years. The service always had been great.
He took a look, jiggled it and explained the sprayer was the issue. We didn’t need a whole new sink and he didn’t try to sell me one.
Instead he suggested I buy the sprayer on Amazon. That sounds simpler than it is. How would I even know that I was picking the right one?
So he shared with me the link on Amazon to the right one and I ordered it right then. It was about $11 and arrived the following day even. Even this non-handyman (me!) was able to screw off the old one and screw on the new sprayer and the faucet was ready to go again.
I was trying to get the rest of the family to tell me “thank you for fixing the sink.” LOL.
Of course, it’s really hard to know when somebody sells you something unnecessarily expensive. But I certainly appreciate the helpfulness and sharing of expertise on what I need to do to fix my problem – in the cheapest way possible. That’s great customer service and of course is also something content marketers do-share knowledge that’s helpful to the end-user.
And, due to the company’s helpfulness and openness to the best solutions we certainly will continue to work with them. Good customer service leads to repeat customers.
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