When talking about customer service, we eventually have to boil down every article to the the basics of human behaviour: i.e. => what matters?

This is, of course, the single most important question anyone can ask of themselves, and their Organisation. I give you this challenge: answer these two questions as quickly as you can.

1. Why am I here personally?
2. Why are we here organizationally?

Did you get a good answer, or is this quite hard?

Hard, I expect. (As the greatest minds ever known have been puzzling over these questions from time immemorial!)

But we are only talking here about customer service, so the answer perhaps should look a bit like this:

1. To be successful
2. To make money

OK

So what does this REALLY mean and how do we do it?

Let’s take this one at a time.

1. What is success?

There are many definitions, but, focusing on customer service, my view would be this: success is;

• Finding an occupation that you love, and
• Doing it to the best of your ability

And the result of this will be (fanfare): outstanding customer service!!!

[The traditional western view of success: money and power: is far too shallow, however, it is likely that should you take the steps above that money and power will naturally follow, one way or the other].

    2.  How do we make money?

In my workshops, I suggest there are two simple ways to make money:

• Either, work for a mint.
• Or, double your prices and halve your costs.

For some reason, people think I’m daft when I say this!

Getting real: and focusing on customer service, it seems to me that the best way to make money is by: by delivering a service that is so good that people are prepared to pay you for it.

Blindingly obvious common sense!

So now we are back to our customer service definition of success!

To deliver a service that is so good people are prepared to pay you for it!

And the wonderful thing about this is that it’s a natural equation:

The better the service, the more people are prepared to pay!

Bingo!