Customer Service

Seth Godin posted this on his blog:

A motto for those doing work that matters:

“We can’t please everyone, in fact, we’re not even going to try.”

Or perhaps:

“Pleasing everyone with our work is impossible. It wastes the time of our best customers and annoys our staff. Forgive us for focusing on those we’re trying to delight.”

The math here is simple. As soon as you work hard to please everyone, you have no choice but to sand off the edges, pleasing some people less in order to please others a bit more. And it drives you crazy at the same time.

So, how do you make sure that you give the best service to those that you really want to look after, and not the ones that shout the loudest?

You need to know both who and what: who you really want to look after; and what you need to do to look after them.  Then find a low cost, easy way to deal with the rest…

One way to do this is to use your email marketing.  Send out messages that will be of interest to people that you want to engage with.  Those that click on the emails, give you best attention to.  Easy!

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