Many people talk about how important customer service is, and how important it is when it comes to gaining and maintaining a client. So does it surprise you – at first – when you are the client, and you don’t feel you are getting the customer service you expect? Especially when you are a paying client?
Does The Size of The Client Matter?
Do you wonder if you are as important as any other client, regardless of size? Regardless of agreed upon services and payment?
It’s easy to say, preach, educate, admonish – use any verb you want – about customer service, but if a business doesn’t deliver to every client, then isn’t that business – by definition – failing at customer service?
Don’t get me wrong. At the end of the day, every business has to satisfy its money-makers, i.e., it’s biggest clients – the ones who pay the most money (and who are hopefully a great match). Let’s be real – bills must be paid.
With that said, let me share a story about a local post in a foodie group from the other day. It was about how a local business owner who has a favorite place where she spends several hours/day per week, and spends an average of $30/day at that place of business. Yet, the other day she ordered her typical first coffee, and was told she didn’t meet the minimum requirement to stay and do some work.
The reason? Credit card processing fees. The business doesn’t make any money on a cup of coffee when she uses her credit card. She got that. She’s a business owner herself. However, the thought process was that if she was going to spend $30 minimum in two to three hours, which was worth more? Swallowing a credit charge in the morning or losing a customer overall? (At a minimum, $30 x 4 days/week.)
There was a fun, educational, and spirited (in a positive way) conversation about this situation. Would it have mattered if she was the CEO of an oil and gas company?
What Does Customer Service Mean To You?
Let me ask you, though, if this is filed just under “customer service”, what do you think? What do you think customer service is overall? How do you handle customer service? What do you expect customer service to be, knowing that anyone can share and spread their opinion quickly and easily?
I’m curious. Does the size of the customer matter? What do you think?