Henry Ford once said, “It’s not the employer who pays the wages. Employers only handle the money… It is the customer who pays the wages.”
It’s obvious once you think about it, but sometimes we need it thrown back in our face that there is one critical piece of the business puzzle that deserves the majority of your time – as well as your continued respect and attention.
Delighting your Customers
At Fpweb.net, we enjoy a friendly reminder that the customer experience should always be top of mind with each move we make because they remain the vital cog that keeps the whole thing spinning.
When you hear some of the great customer service one-liners that have been said throughout history and then see that they were made by some of the most successful CEOs, business leaders and motivational speakers of all time, it’s pretty clear that there’s no coincidence. Businesses are built to thrive or perish dependent on how they treat their customers.
Are you taking care of your customers? Are you using them as a vital resource as you navigate your company’s direction? Hear from the experts and then refocus your efforts on being the type of business your customers can count on.
The Best Customer Service One-Liners Ever Said:
Ray Kroc, the founder of McDonalds, once said, “If you work just for money, you’ll never make it – but if you love what you’re doing and you always put the customer first, success will be yours.”
Jeff Bezos, CEO of Amazon, reveals, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.”
Walt Disney centered his business around pleasing the customer. Disney held strong to the credence that you should always “do what you do so well that they will want to see it again and bring their friends.”
And Bill Gates reminds us that you should always be looking for ways to better yourself and your business because typically “your most unhappy customers are your greatest source of learning.”
The popular motivational speaker, Zig Ziglar expands on that: “The complaining customer represents a huge opportunity for more business.” C-levels and managers should get excited, not dismayed, with less-than-positive feedback.
Your title may not say Customer Service on it, but Jan Carlzon, a former CEO for SAP Group, will tell you that you’re still very much an integral part of the Customer Success team: “If you’re not serving the customer, your job is to be serving someone who is.”
Teamwork will help achieve the results that go a long way in a customer’s mind. And while you shouldn’t be afraid to fall short sometimes; you should definitely be prepared to make it right.
“Customers don’t expect you to be perfect,” explains Donald Porter, VP of British Airways. “They do expect you to fix things when they go wrong.”
And your attentiveness and transparency lends itself to some brilliant marketing: “One customer well taken care of could be more valuable than $10,000 worth of advertising,” says Jim Rohn, Motivational Speaker.
Be proactive. Steve Jobs saw the importance in getting so close to your customers “that you tell them what they need well before they realize it themselves.”
Dell Computers’ CIO Jerry Gregoire explains this very succinctly: “The customer experience is the next competitive battleground.” Being able to jump in front of problems immediately or have the next big thing ready for your customers before they even know they want it are just a couple ways that you can push past the competition with excellent customer service.
Help spearhead your company’s efforts to get (and stay!) in the habit of repeatedly blowing your customers’ minds with legendary service they can count on.
The final word: “There are no traffic jams along the extra mile.” – Roger Staubach, Super Bowl VI MVP
(ATTRIBUTES: All lines have been attributed to the brilliant minds who said them. This slideshare deck served as a one-stop shop for helping me gather this customer service one-liner collection.)