Customer service- a question of balance

The time honoured mantra the customer is always right has come in for a fair amount of scrutiny recently and in truth there are many times when plainly the customer is in the wrong.

Notwithstanding it is of paramount importance to the sustained growth of any business that the customer is kept onside.

The key requirement that any customer wants is to feel that his/her business is valued and appreciated.

In business securing the deal is only the start of the process and the repeat order very often stands or falls with the after sales service (or lack thereof).

Simple but effective measures such as ensuring all contracts are performed efficiently and within due time and that any complaints are handled promptly and with courtesy will go a long way to building and maintaining long lasting relationships.

We have all encountered the difficult customer with whom it would be easier not to deal. However, in these increasingly competitive times there are many who would willingly take this “problem” and accompanying revenue off of your hands.