WOW! I placed an order online, opened an account to track my order, and the phone rang. It was someone from that company telling me my order was ready to be picked up. When I mentioned that I had wanted it delivered, she acknowledged that she just saw that on the order. It would be delivered the next day. Honestly, I had figured it would be at least a week.
How’s your customer service?
Contrast my previous story with this one. Last week, I sent a man at a company an email on a Wednesday. I received a reply 2 days later. The reply didn’t even answer my question about price. Instead, he told me that I would need to edit the file myself – which is what I had stated I intended to do after I purchased it. He also said I would have to call for more information. I called, and I left a voice mail on Friday. Wednesday – a week from my first email – I still had no reply.
Guess what? I bought what I needed somewhere else. My overall impression of the company is not very good. Based on my conversation with another person at that company who could not help me, I realized that my order was probably smaller than their average order. I wonder if that played a role in the lack of service I received?
Do you change how you treat your clients based on how much they spend? Obviously, you need to catch that big fish, but does basic courtesy go out the door for the smaller clients?
And, behold, there was a man named Zacchaeus, which was the chief among the publicans, and he was rich. And he sought to see Jesus who he was; and could not for the press, because he was little of stature. And he ran before, and climbed up into a sycomore tree to see him: for he was to pass that way. And when Jesus came to the place, he looked up, and saw him, and said unto him, Zacchaeus, make haste, and come down; for to day I must abide at thy house. And he made haste, and came down, and received him joyfully. And when they saw it, they all murmured, saying, That he was gone to be guest with a man that is a sinner. And Zacchaeus stood, and said unto the Lord; Behold, Lord, the half of my goods I give to the poor; and if I have taken any thing from any man by false accusation, I restore him fourfold. And Jesus said unto him, This day is salvation come to this house, forsomuch as he also is a son of Abraham. For the Son of man is come to seek and to save that which was lost.
We all need salvation. Jesus brought salvation to all of us. He did not base whom he served on what He hoped to get or on what a person had done. He simply brought to all.
Today’s challenge is to ask yourself if your customer service has more to do with who your customer is and how much they are spending, or with what they need. Do you serve them the best you can because you do all things as unto the Lord? Remember, you reap what you sow. How many referrals do you want sent your way?