How the anatomy of customer service dictates success

Success can be a difficult word to define when it comes to businesses. Knowing if you are successful or not is oftentimes something businesses need to look to the customers to understand; therefore, making customer service an enormous part of the foundation in a strong business. To know if you have truly achieved success, you must look to the customer. Therefore, it is the anatomy of your customer service that will dictate success in your business.

Success is only achieved when clients feel they have received the most outstanding service experience they have ever received from any service provider in the industry.

Howard Partridge tells us in his book The 5 Secrets of a Phenomenal Business that success is something they measure via their clients, and, therefore, their customer service. “Success is only achieved when clients feel they have received the most outstanding service experience they have ever received fromany service provider in the industry.” By running his business through this mantra, Partridge ensures his success by first ensuring the customer service his company provides is exceptional.

Businesses all too often get caught up in the idea of doing what they think they are supposed to do, without actually measuring their actions against the customer response. It is critical to true business success that you look at your customers and judge their responses and reactions to your customer service so that you can measure whether or not your business practices are leading you to successes or driving you away from them. In business, there is no standing still – so if you aren’t moving up, you’re moving down. Look to your customers to measure this. “It doesn’t matter if we did everything we were ’supposed’ to do, we didn’t accomplish the mission unless we can clearly see that they feel that way.”

By running his business through the response of customer service, Partridge has been able to ensure his successes on a tangible level – something his sales associates can measure for themselves. Of course, there will always be a few rogue customers that are never going to be satisfied – regardless of what you do – but for the most part, your customers will be able to give you instant feedback on your business without them even telling you their opinion. You can truly see it in their actions, in whether or not they return to your business, and in how they are responding to your employees.

A great example of a business that runs itself through the eyes of their customers and by the excellence of the customer service provided is the Ritz-Carlton Hotel. “The Ritz-Carlton does a phenomenal job with [ensuring each customer feels as if they got the best service they have ever gotten, ever]. They have a credo card that each of their ’Ladies and Gentlemen’ carries. It has their credo, motto, and three steps of service on it.” They want customers to know what to expect because they want customers to know the standard. When customers know what to expect, the employees will work to meet that expectation. When employees work to meet a high expectation, the successes of a business will be driven up as everybody strives to achieve success and receive positive feedback from their customers.

Source: Ziglar
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