Good customer service is worth its weight in repeat business
When my daughter began her short career at a major department store one summer, she was told that a dissatisfied customer will tell 8 to 10 people about their experience. So in effect, you aren't just losing one customer, you are losing 10. It is a lesson she has carried with her to every other job she has had since. Increasingly, the path to making a business stand out, is to provide good customer service.
Providing excellent customer service, as well as being good for the bottom line, can also be good for its employees. Zappos.com, an on-line shoe store recently bought by Amazon.com, supports its business with a "Customer Loyalty Team" that has the discretion to do whatever it takes to make its customers happy. Check out a recent piece on the show Sunday Morning that profiled the company, and its founder Tony Hsieh's philosophy on quality service. The longest customer service call that was recorded with the company was a whopping 5 hours and 57 minutes. The company has been on Fortune's 100 best companies to work for for 2 years in a row.
And check out some recent additions to the library's collection on customer service, including Tony Hsieh's book.