Leisure Getaways Incorporated offers its clients a concierge service. It also has a customer service department that lets the company take great care of its customers.
Have you ever visited a business where just one checkout line was open and you had to stand in it with fifteen other people wondering why the store wouldn’t open more lines? If you did, all you thought and talked about to people in the line next to you was probably about your unhappiness with the service.
This is what happens with a lot of businesses all the time. They do not die because their competition kills them. Rather, they cease to exist because they commit suicide by displaying in action their attitude towards their customers. A demise of a business is usually not a violent revolution, but a slow killing. Companies that provide terrible customer service may not even realize at first what is going on. First, they notice that the number of customers has started to drop. Then they realize that regular clients have started to disappear. Finally, one day they figure out that they can’t stay in business any longer.
Most of the time this happens because of negative word of mouth marketing. People talk about businesses and their experiences all the time. Today, more than ever, they bring the conversation online. This has a few consequences. First, the conversation is visible to more people than ever. In the pre-Internet age, one person could complain to his or her circle of friends and co-workers.
Today, complaints can be seen online by anybody. Second, the conversation on the Internet is instant. If a business screws up, a person can get on his or her smartphone and add a comment on Yelp, or file a complaint with one of the government agencies right away.
All these factors mean that the role of customer service is more important than ever. Customer service is what separates successful businesses, such as Leisure Getaways Incorporated, from those who don’t stay in business for long and can’t figure out the real reasons for their misfortunes.