Shouldn’t Service Industries Be About Service?

February 23, 2009

It’s a pretty fundamental idea that I am finding gets overlooked more and more these days. I recently ordered DirecTV for my home, and I haven’t had any real problems with it. After all, it’s just programming. It’s the same programming that we’ve had for years and take for granted all the time and just expect it to work, but thankfully it does work. If you have ever been a customer of the numerous companies that treat customers like cattle, then you may share my point of view and frustration in dealing with them.

I have spent hours on phone calls trying to sort out many different aspects of my services, but normally wind up being told that the issue is not part of my contract and that they cannot help me further. In most situations, I know that the person on the other end of the phone is simply doing their job. But, as a customer, any small effort and willingness to look at alternatives would go a long way towards eliminating a lot of the frustration. It is all too common that customer services reps work almost exclusively from a set of scripted answers as opposed to actually looking at the reason that one of their customers is calling in the first place. With the cynicism that gets built up, one begins to think if these companies care at all about their individual customers.

Ok, so enough for the doom-and-gloom about how many companies operate today and take advantage of these situations. It is time to stop focusing on the negative and start working positively on a sensible solution. One thing we can always control is our own actions, and I have vowed to never let a SoftLayer customer feel like we were unwilling to work with them in order to put their goals within reach. Think of the “golden rule” and make sure I am treating anyone I work with the same way that I wish companies I called would treat me.

It seems that in the global economy that we live and work in, you would expect many companies to strive for differentiation by not only providing a great product/service that people want, but also compliment their offerings by providing a high level of customer service that leaves the customer feeling fortunate to do business with them. If this were the case more often, contracts would not be necessary because the company would be able to count on its superior offerings and customers would not have any reason to leave based on the customer service.

In the vast world of IT and the seemingly limitless options our network infrastructure brings it can be nearly impossible to fit a standard model for everyone and their specific needs. Being flexible, understanding, and willing to work with our customers is what allows us to build better business relationships which promote more success for both our customers and us.

Simply put, the number one thing that any service industry business relies on most is its customers, and we must never forget that.