Doctors call this "The 3 A's" Availability, Affability, and Ability. They are in descending order of importance.

I couldn't agree more with this post. Being available for clients, especially when there is a problem goes quite a long way. I think being open to customer feedback and showing those consumers that you change some of your practices due to their feedback is a great way to earn their respect and their future business.

I'm with Kneale, Dave - the way we act every day will have a big say in how we react. If we can keep the positives even when everything is going belly up, we'll be all the better for it.

Dave, Another brilliant post, thanks for sharing! It's called "customer service" not "customer servitude" and if we can keep our focus on helping, enhancing, curing, and solving we are ahead of the curve. The timing of your post is brilliant because I am dealing with some excellent customer service right now - as a customer! It has been such a great experience, I had to write about it today. There, it's that simple. You crave word-of-mouth for your business? The do good stuff, follow up promptly, deliver what you promise. @knealemann

I just bask in the moments :) No, all kidding aside I think you and Seth have hit the nail on the head. It's like anything in life - you don't necessarily learn anything or challenge yourself when you're coasting downhill. It's the challenges and uphill rides that really test who you are and how you face adversity. It's the same in business - it's when a customer/user is upset or unhappy with something that shows what you're made of. Do you respond quickly? Are you helpful (and you're right - this doesn't always mean giving them an answer that makes them happy)? And do you fix mistakes within a reasonable amount of time? These are the things people care about, and the things that will turn a disgruntled customer into a loyal user who will walk away thinking they had a great experience.

Doctors call this "The 3 A's" Availability, Affability, and Ability. They are in descending order of importance.

I couldn't agree more with this post. Being available for clients, especially when there is a problem goes quite a long way. I think being open to customer feedback and showing those consumers that you change some of your practices due to their feedback is a great way to earn their respect and their future business.

I'm with Kneale, Dave - the way we act every day will have a big say in how we react. If we can keep the positives even when everything is going belly up, we'll be all the better for it.

Dave,

Another brilliant post, thanks for sharing! It's called "customer service" not "customer servitude" and if we can keep our focus on helping, enhancing, curing, and solving we are ahead of the curve.

The timing of your post is brilliant because I am dealing with some excellent customer service right now - as a customer! It has been such a great experience, I had to write about it today.

There, it's that simple. You crave word-of-mouth for your business? The do good stuff, follow up promptly, deliver what you promise.

Kneale Mann

I just bask in the moments :)

No, all kidding aside I think you and Seth have hit the nail on the head. It's like anything in life - you don't necessarily learn anything or challenge yourself when you're coasting downhill. It's the challenges and uphill rides that really test who you are and how you face adversity. It's the same in business - it's when a customer/user is upset or unhappy with something that shows what you're made of. Do you respond quickly? Are you helpful (and you're right - this doesn't always mean giving them an answer that makes them happy)? And do you fix mistakes within a reasonable amount of time? These are the things people care about, and the things that will turn a disgruntled customer into a loyal user who will walk away thinking they had a great experience.