Are Your Staff and Customers Bitter, or Better?‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌
 
The Law of Quality Service
Are Your People Bitter,
or Better?

"Good customer service costs less than bad customer service."
-Sally Gronow

We inherited an automobile last year and took it to several mechanics for repairs. In one particular shop, there was a sign on the service counter that caught my attention.

“The bitterness of poor quality is long remembered
after the sweetness of low price is forgotten.”

I posted a photo of the sign on social media. It received more positive comments than any of my posts that month.

People will remember more how well you treated them than much they paid. Everybody is looking for a “discount” today while income is down during the virus pandemic. Everyone likes to save money. However, smart buyers realize that if they pay more today for the best service, they will pay less later to make up for the low price paid to save a few dollars.

Rick is a landscaper in our area who has an impeccable reputation but isn’t necessarily the least expensive. He offers prompt service, is courteous and fixes everything the first time. He is very personable. He seems to know every good company to do business with locally in every other industry. People ask him where to get their car repaired, who can paint their house, what pet veterinarian is the best. Rick knows everybody and has become the “GOAT” (Greatest Of All Time) resource for our neighborhood. He remembers birthdays, names, and pertinent information as he chats with everyone he meets. Is it any wonder Rick stays very busy?

“Happy customers are your biggest advocates
and can become your most successful sales team.”
-Lisa Masiello

Look at successful companies who have excellent service and charge accordingly. Their great reputations surpass their advertising. They keep people coming back for more when the “bottom-dollar” discount businesses struggle to stay afloat.

How does Lexus stay in business? Take your car in for service and when it is returned, it is sparkling clean, delivered by a well-dressed individual very respectfully. Their customer waiting lounge is well-furnished, has nice refreshments and a quiet atmosphere. The price is much more than some run-of-the-mill service center, but the quality of treatment is superior.

How does Apple Care stay in business? Practically everything they sell is expensive, but they treat you like a valued customer. Call their help line and see. You will find that the major difference in their service is customer service training. I have never been able to get anyone at Microsoft on the phone to help me as fast as an Apple Care support service representative.

How does Chick-Fil-A stay in business? They charge more for a chicken sandwich than most restaurants, but they have become one of the largest fast food stores in the country. They train their people to treat customers with the most respect. Chick-Fil-A outsells the closest chicken food competitor by practically a 5 to 1 advantage, even though they charge more, are only open six days a week and are not a worldwide business. Audiences tell me that their customer service is some of the best in the business.

John Maxwell recounts the story of Chick-Fil-A founder, Truett Cathy, meeting with his senior managers. They each wanted to find ways the company could become bigger. Cathy answered, “If we get better at what we do, our customers will make us bigger.”

And they did.

I worked with an energy company at a managers and service reps conference. Their service technicians are already some of the best in the business in their region, but they want to be better. I told them about a friend last winter who posted how they helped him get his home heated one morning in an ice storm. Most other companies were home riding out the inclement weather, but their customers are making them bigger.

Low Maintenance?
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However, the list kept changing as some businesses were allowed to stay open because they were deemed “essential” while others were required to close. Home improvement stores were called essential, liquor stores were not… as a non-drinker that made sense to me. I stopped in a battery store. They said they were essential and could remain open. The restaurant next door was forced to close for several weeks, then only provide takeout orders.

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In the Reinvention Store: Reinvention Made Easy 
 

The Amazon bestseller is about how to adjust successfully to a world of higher expectations and constant change. It's about how companies and individuals are rediscovering their mission and reinventing themselves. It's about how the traditional world is rapidly passing, and what is replacing it is a journey that you must make.

 
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Quotes:

Quality

"A bad workman blames his tools."
-Chinese Proverb

"If you can’t explain it simply, you don’t understand it well enough."
-Albert Einstein

"When someone tears this down one day in the future, I want them to say, 'This man did a great job putting this together.'"
E.A. Mathis, Jr. (my father)

"The quality of a leader cannot be judged by the answers he gives, but by the questions he asks."
-Simon Sinek

"Policies are many, Principles are few, Policies will change, Principles never do."
-John C. Maxwell

Jim Mathis
IPCS, CSP, JMT, MDiv.

12472 Lake Underhill Drive
#322
Orlando, FL 32828 USA

www.jimmathis.com
info@jimmathis.com

Telephone:
1-407-369-7842 (O)
1-404-922-8199 (M)

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