business has a lot to learn about the potential of service A reader told me recently that I seem almost obsessed with customer service. The truth is, I am! Indeed, I will not do business again with a business that offers poor customer service – no matter how good their product is. I will accept […]

business has a lot to learn about the potential of service A reader told me recently that I seem almost obsessed with customer service. The truth is, I am! Indeed, I will not do business again with a business that offers poor customer service – no matter how good their product is. I will accept slip-ups and mistakes. W all make them. I will not, however, accept systems and procedures that do not value service or demonstrate that the customer is no more than a necessary precursor to revenue. The fact is, service is a critical component of the product on offer. A product is one of two things: A good + the associated service A service + the associated service It is the associated service that is my focus here. Very often, it is the providers of ‘services’ and in particular ‘professional services’ that focus least on the service…