Several times over the last few weeks, I’ve been subjected to what can only be called atrocious customer service.

In one case, a clerk told me she couldn’t fill my photocopy order for several hours at least—and this was before she knew whether the order was for 3 copies or 3000. She didn’t want to look for the paper I requested, and even pricing the project appeared to be an imposition. Her follow-on comments made it clear she didn’t want my business, especially when she said, “If you don’t like it, you can go somewhere else.”

In another, a service provider I was interviewing on Zoom told me she couldn’t turn her video on, because she only came on video for her very important customers. Hmm. Guess I’ll never be that important, because I won’t become her customer. That discussion was over quickly.

I’ve also seen the board of an organization with which I was affiliated make a drastic decision to fire a key executive without considering the impact this would have on their constituents. As a result, nearly half the members are on their way out.

While this may still be a seller’s market in some areas, the economy is fairly fragile right now. Nothing is guaranteed. Those companies and organizations that feel they can take customer loyalty for granted will learn a hard lesson when the tables turn. It’s always more expensive to sign new customers than it is to keep the existing ones.

That store that absolutely positively couldn’t be bothered to treat me like they cared? I did walk out and went down the street to a place that took care of me in a quick, friendly fashion. Like their slogan says, that was easy. But finding new customers after you’ve alienated the ones at your door today may not be.

Let us help your business rise to the top.

linda@popky.com
(650) 281-4854
www.leverage2market.com