I recently experienced excellent customer service and it amazed me.  It’s a sad reflection of today’s wired world that we are all so accustomed to automated responses and shoddy customer service that when we do get served right, it is a unique experience.

 This particular experience was unique from beginning to end.  I started off only wanting to change my internet provider but ended up switching my home phone service and adding digital T.V.  From the time I talked to a real person who actually gave me her name and a guaranteed install date, to the charming individual who came round to do the work, I felt happy to be giving my business to this company.

 If you run any kind of business dwell on this – the customer may not always be right but customer service should always be done right.  It’s not just about the service you provide and the price point, it’s increasingly about the approach and attitude of your staff.  So forget the vision statements and lofty goals; if people are giving you money to do something for them do it nicely and make them happy about handing over their cash.