Comments on: Shocker! Poor customer service drives customers away

By: David M. Patt, CAE

David M. Patt, CAE — Fri, 16 Jan 2009 21:07:31 +0000

I agree with you, Wes, but some companies may have other strategies. Do you want the cheapest hamburger, the one served the fastest, or the one with the most polite service. Will customers endure slow or impolite service to save money? Maybe.

By: Anh

Anh — Fri, 16 Jan 2009 18:04:16 +0000

I think these surveys serve as reminders to some businesses that they need to focus on service rather than pricing because we know they keep forgetting. Price can help with attracting prospects, but in the end, service is what retains the customers.

By: Wes Trochlil

Wes Trochlil — Fri, 16 Jan 2009 13:58:13 +0000

Hey Chris, thanks for the post. Your observations are dead-on. It’s much easier to “see” a price change than to see a service quality change, so that’s usually what’s tried first. Unfortunately, it’s not what most customers are looking for.

By: Chris Bailey

Chris Bailey — Thu, 15 Jan 2009 23:30:05 +0000

Wes…sadly, while it’s not news that service trumps price most companies still don’t quite get it. Price is something that can be easily manipulated where service cannot. And to further complicate the issue, most companies don’t understand that its their people systems and behavior toward employee engagement that fuel service.

Data can help build relationships by connecting people. And it takes an organizational culture that believes that employees and staffers give the best service when they feel connected to their organization.