Jerry Osteryoung’s tale of poor customer service at a local tuxedo shop highlights some important things you need to remember with your business:
The most surprising thing was that the management was not concerned about how I was feeling. The manager only cared about the position of the company. This indicated that top managers had no way to measure or evaluate the effectiveness of their sales staff other than the bottom line.
You can’t measure your success unless you take a look outside your doors at your customers. Are they satisfied? Don’t rely on arbitrary measurements or numbers to determine your success. Empower your employees to succeed by serving the customer effectively.
Although the bottom line is important, you have to ensure that your customer service exceeds your customers’ expectations or you will not get repeat customers and your bottom line will be affected.
Don’t get so wrapped up in the bottom line that you forget who gets you there. Your customers are the key to your financial success. Make sure that you set up your business and policies to encourage total customer satisfaction. This will, in turn, lead to an increasing bottom line.