Comments on: Always, Always do the right thing for your customers!

By: Nikki G.

Nikki G. — Thu, 30 Dec 2010 15:40:21 +0000

Having worked in customer relations for more than ten years, I do agree that the front liners are sometimes the least appreciated when it comes to the command structure of most companies. But I think a lot of that has been changing over the past few years or so. Companies are recognizing that the real troops are those in the trenches with their customers, and keeping the support staff well trained and well rewarded means keeping the customers on their side as well.

By: Jed

Jed — Thu, 30 Dec 2010 15:38:01 +0000

Our support staff has been receiving a lot of love from middle and upper management lately. In an effort to increase customer satisfaction, our managers realized that a lot of responsibility fall on the support staff who interact with them on a daily basis. It came to no one’s surprise when management began to roll out different initiatives and incentives to increase support staff moral and productivity.

By: Edmund

Edmund — Thu, 30 Dec 2010 15:25:48 +0000

A very inspiring quote indeed. It is easy for those who are removed from direct customer relations to forget how it is to exactly relate to a customer. Support departments are normally evaluated based on the speed of their support call turn-arounds, but I for one believe that people in a rush to take care of their customers end up forgetting how to take care of them in the first place.

By: Matthew Pinto

Matthew Pinto — Sat, 11 Dec 2010 17:55:22 +0000

I suggest you send this post straight to Microsoft, who (despite trying to make amends to their millions of customers by giving Windows 7 the love and support it deserves) still royally screwed the pooch with Windows Vista. I, for one, cannot begin to reiterate how their lack of initiative to listen to customer feedback in building Vista has cost my company time, money and more money. I read this article as a business owner, but I am reacting to it as a customer.

By: Rachelle

Rachelle — Sat, 11 Dec 2010 17:47:52 +0000

Customer satisfaction is, without a doubt, something that should already be obvious to a lot of managers and business owners. Gathering feedback is essential; and crafting your company to be able to work and improve because of them even more so. I completely agree that credit should be given to the support staff that have to deal with customers, assure them and aid them when they have questions, concerns (and god forbid) problems. However, it’s still something that’s overlooked in the industry.

By: Sue Walsh

Sue Walsh — Thu, 29 Jul 2010 06:32:16 +0000

Excellent advice! Too many business owners try to micro-manage and end up driving away good employees and eventually burning out. A hands-off approach to some things isn’t a bad thing!