Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?"

While there are no definitively right answers to that question, most people come to some conclusion that customer service is a critical component of your competitive advantage. For most businesses, the service they offer can vary from exceptional to not so hot, depending upon circumstances.

Why is that? Why does the same company, and even the same people within that company provide world class service some of the time, and marginal service (or worse) other times?

That answer can be found in asking a different question: "What makes you (or your staff) happy when serving your customers?" While these answers also vary, most people come up with some sort of variation of "I am happy when my customer is happy."

Do we enjoy dealing with agitated or disgruntled people? Normally not. We derive our joy from delivering value, by making others feel good about their experience, and by exceeding people's expectations.

What comes first then? The happy customer or the happy person serving the customer? This is not the chicken or the egg quandary. The happy person serving the customer NEEDS to come first, because it is a very unusual day when your customer comes into your business looking to cheer YOU up.

This all seems very obvious. At the same time that many people realize this truth, it is rare that people consciously take steps to make sure that their greatest customer service assets are being serviced too - whether that person in on your staff, in another department, or if that person is YOU. It is critical that you continually improve the emotional, physical and mental support you are supplying to the people serving your customers.

One of my friends and colleagues, Paul Wesselemann, shared a story about his time working at an HIV/AIDS support network. He explained how it was absolutely unacceptable to come to work when you were feeling even a bit ill, as even the smallest cold could be extremely dangerous for someone with HIV. He was REQUIRED first and foremost to take care of himself, make sure he was 100% before he was allowed to offer help and support to others.

How committed are you to taking the same care of YOUR needs? Your task for the month is to identify and act upon a couple of ways to keep you in proper shape so you can take care of your always important customers.

Eric Plantenberg, President of Freedom Speakers and Trainers, currently trains professionals across the country in memory, goal setting, attitude, time management, and effective communications. His newest program, P.A.C.T., is an intensive one-on-one twelve week personal coaching program designed for those who are serious about their success. Please click here for more information on Eric http://www.deliverfreedom.com/speakers_eric. html or Freedom Speakers and Trainers http://www.deliverfreedom.com Call 888-233-0407 x112 email eric@deliverfreedom.com

---

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... Read More

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK '... Read More

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

All of the World of Business Is a Stage

One of the basics of acting taught to me in... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

Breaking the Ice and Winning Over the Client!

Wherever you turn these days you'll find articles covering every... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to... Read More

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More