Only Fools Buy Strictly On Price
Customer service in many industries has become a thing of the past. Retailers will tell you that people will buy on price alone. They cannot differentiate themselves with good service. They cut costs by paying low wages, but get caught in the spiral of high turnover. The Internet has turned everything into a commodity.
I agree, but only to a point. That point is when you personally need customer service. There is an industry now where you can go and hire a person to interpret your medical bills and insurance statements for you and advocate with your insurance company. In efforts to cut costs insurance companies don’t hire staff to be customer friendly, but you can.
That is real capitalism at work. Hire the help you need when you need it. That help ads to your personal health care costs, but if you’re not willing to pay for good service on the front end you can pay on the back.
In Belize they don’t have an income tax, hurray! They only have 2 paved roads in the country; one east and west, one north and south. All the other roads are unpaved. They are as hard and rough as washboards when they’re dry. They are gumbo when it’s wet. The cars have a useful life of about 2 years.
How many ways can you say it? “Pay me now. Or, pay me later.” There is no free lunch. You get what you pay for.
If you don’t think you need customer service just try to install that new video card you bought on e-Bay in your PC.
Good customer service can’t differentiate an operation from the price-only merchants. Great customer service can. Nordstrom’s does it every day. Their people make good money. They are highly trained. They stick around for years and years. They work hard and provide outstanding customer service. Everybody who walks into that store knows what’s going on.
Final point: My daughter works for the National Labor Relations Board. Part of her job is to tell people that their case doesn’t have any merit. Most times they call her foul names when she hands them the bad news. Yesterday a woman whose case she tossed out called her back and thanked her for all her hard work. My daughter probably needs to savor that.
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