Sage Advice US

Make customer service a priority this week

If there’s one time during the year that you should pay extra attention to your customers and those that serve them, it’s this week. That’s because the first full week of October is internationally designated as a time to recognize and celebrate customer service.

In the U.S. and Canada, much of the focus this week will be on the 2.6 million people* in North America who serve and support customers on a daily basis. Hats off to these front-line folks who handle the tough questions every day.

For construction contractors and other businesses, this week is also a good time to revisit your customer service practices. In other words, taking the time to ask yourself the tough questions of how well you are servicing your clients.

Leading up to this week, I covered a variety of customer service topics–with tips to help you improve your customer service (see the list of previous blog posts below)–but many times the best, most inspirational advice is conveyed in only a few words:

Know what your customers want most and what your company does best. Focus on where those two meet. – Kevin Stirtz, author of More Loyal Customers

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. – Donald Porter, V.P. British Airways

Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you. – Chip Bell, founder of Chip Bell Group and customer service keynote speaker

The longer you wait, the harder it is to produce outstanding customer service. – William H. Davidow, author and former SVP at Intel Corporation

If you haven’t done a deep dive into the customer service aspects of your business for a while, if ever, now’s the time to do it. Providing an exceptional experience for your customers is not just something your construction company should aspire to. It is now the main differentiator between you and your competitors.  As business author and speaker Jerry Fritz explains:  “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.”

* U.S. Bureau of Labor Statistics and Service Canada