Your Success Doesn’t Impress The Customer
Companies have a funny way of justifying that they are better than what their customers say they are.
If you think that’s off the mark, check out the online reviews of companies and see their responses back to the customers. Or any public statement when it comes to an incident such as a recall, injury, or other negative issue the company is involved in.
These answers vary but all have the same root political spin to them. At the core of their responses, the infamous line usually appears:
We pride ourselves in delivering the best experience to our customers.
And that is also coupled with another phrase touting the company’s (relative) success up until that point:
We have had thousands of satisfied customers…; We have succeeded in the indsutry by…:
And quite frankly, responses like these are lame, pathetic, and serve no good to that customer or any other customer.
All a customer simply wants is their needs and expectations met or exceeded.
Your success does nothing for the customer with a complaint.
I have seen many companies and individuals offer excuses for delivering on poor service. The following are some actual responses from these organizations and professionals:
- Away taking awards trips (and focusing on self rather than making sure customers are tended to)
- Busy in meetings all day (customer feels they are not the prioirty)
- We’ve made xxx amount of money in the last year (that is not helping the cusotmer today)
- We just landed a major account (and ignoring the smaller accounts)
- We’re crazy busy around here (showing you’re disorganized and can’t control your business)
- We’ve never had a problem before (totally irrelevant to the situation)
If the customer cannot feel connected to you, then you are not a success in their eyes. They are the only ones that truly matter and failure to take action to meet their expectations or to take accountability for dropping the ball will have a negative impact on your business. Sustained excuses and touting your ability to deliver when it’s really not there will have far-reaching damage on your credibility as a leader and an organization.
It’s said in the restaurant industry, “You’re only as good as your last meal served.” A better phrase would be “You’re only as good as the customer you just served”. Nothing you’ve done in the past, even the prior minute, matters.
The only thing that matters to the customer is what you do for them while they’re standing in front of you.