A conversation with a client this week prompted some thinking on my part about the importance of providing consistent customer service. This particular client has been on our ServiceConnect program since 2006. Like most clients, their performance was not spectacular for the first few years. However, somewhere around five to six years ago, it improved rather dramatically. This particular client is not always the top performer, but it is generally in the top ten consistently.
In my blog post last week I discussed a book I have been reading entitled A Cooperative Species: Human Reciprocity and its Evolution and an article from the McKinsey Quarterly entitled “Givers Take All: The Hidden Dimension of Corporate Culture.” Both the book and the article discuss a related subject that not all humans are wired to be competitive and, in fact, cooperation may be the better descriptor of human nature. The book, in particular, as well as the article somewhat suggest that cooperating with one another (reciprocity) and helping out others have been critical to our survival.
I have recently begun reading a book and have just completed an article that both dealt with the same subject, the innate helpfulness that seems to be in most humans. This may seem strange given what we see on the news and read in the popular press. In my opinion, this has implications for changing your company’s culture and improving a variety of business outcomes, most especially your company’s customer service.
Today I was struggling for things to write about. When it comes to customer service, I can wax poetic about almost anything. Finding stories about good, bad, or interesting customer service experiences is my M.O., and there is a shortage of them at the moment. Today I found a story that has nothing to do with customer service, but I found it so fascinating that I had to share it.