In several recent posts, we have talked about the importance of consistency in customer service. While running the risk of spending too much time on the importance of consistency, I want to return to the topic one more time. This time, I will add a few statistics that reinforce the value of consistency.
Last week, I had the privilege of being a part of AGCO Corporation’s annual dealer meeting in Denver, Colorado. I had the chance to make presentations on the new customer service survey process we are implementing for AGCO and to talk more broadly about why customer service matters more than ever. At one point in the presentation, I asked participants to share recent personal service experiences, both positive and negative.
It has gotten quite festive around here of late. The doors are all covered with decorations and Lynn is rosy cheeked and happy, with his white beard you would think he would be off to deliver presents any moment now. Regardless of what you are celebrating everyone here at The Daniel Group would like to wish you a happy holiday full of joy and good cheer.
To explain these lessons, we need to tell you a little about our business. We provide services to business-to-business companies designed to help them measure, manage, and improve customer service. Typical clients include distributors of construction and power systems equipment (Caterpillar), large material handling companies, and manufacturers such as AGCO Corporation and Okuma North America, among others.
A recent unexpected experience in customer service made me think about the power of a “thank you.” A few days ago, my wife purchased a slightly used car from CarMax. We had an 11-year-old car with more than 150,000 miles on it that needed to go. She found a car she liked and traded in the old car and purchased a new Odyssey (yes, our grown children think it is disgusting that we still have a minivan).
We typically focus our blogs on something to do directly with customer service. This week, and in selected weeks in the future, we will change it up a bit and talk about books that offer useful insights into business and are truly worth reading. For this post, I want to offer one that I consider truly worth reading. The book is The Three Rules: How Exceptional Companies Think. It is by Michael Raynor and Mumtaz Ahmed. Raynor is a coauthor of The Innovator’s Solution (Clayton Christensen is the author). Ahmed is the chief strategy officer for Deloitte.