Customer Service Builds The Brand

Having spent most of my life in the service industry the one key ingredient is providing top level customer service. How do we do it? How do we teach others to deliver it? Why do some big corporations provide it better than others?
The first question is the how. It is on going messaging which is internal and starts with how the management treats its employees. If we do not treat our team members well how can we expect them to treat our customers/patients well. No matter the size of the business or industry if we can not treat fellow team members, customers and patients well. We loose business. I would encourage anybody reading this to purchase the book "Fish" By Stephen C. Lundin, Ph.D., Harry Paul and John Christensen. It is a quick read. That should be read over and over and shared amongst all team members.
Customer service in big corporations. I look at the fashion retailer Nordstrom's and by far they are always at the top of their game in treating their team and customers extremely well.
Then I look at some of the companies that I deal with being a business owner. Some of these companies have great feet on the street. The sales people would do anything for their clientele. I have a friend who has held onto the top sales person slot for years with a dental supplier. They hold onto it because they always take care of the customer. I will not deal with anybody else in that company.
If she left the company then I would take my business elsewhere.
Recently a newer piece of technology has broken down in our practice. Only three and a half years old. For 2 weeks now we have been trying to get resolution on this issue. My IT company seems to be the only one who cares as much as we do about getting this resolved. The manufacturer wants us to spend more money on a new machine the dental supplier wants us to spend more money. Both of these companies did the original install. The sales person from the manufacturer barely returns calls or answers emails. The dental supplier we never hear from. This dental supplier is a major driving force in the industry. Here is the other part of the equation. I am getting ready to make major purchases in the next year. Obviously my business will not be directed to companies like these. Their branding and customer service is going down the toilet.
Until next time.
LK