A portrait of your company is taken every day by the way your customers are treated. It is developed every time your customer interacts with the company. The interesting thing about this portrait however it is that it can change quickly into a thing of beauty. It changes by the choices made and the value placed on customer service. Will the company be typical or average? Will it stand out in a competitive marketplace that rewards exceptional service and the customer experience? These are choices that can be made and will impact the way your customer feels about doing business with you. Just as diet and exercise change your physical appearance commitment and discipline will produce a positive result in your company. It will improve your quality of life and even help you to sleep better. Your job satisfaction will have new meaning and create excitement and reward again. Many companies today have looked at customer service as a way to reduce expenses. I recall hearing about a cell phone company on the news that was going to began dropping customers that used the customer assistance number often. It seems that dumping these customers would allow them to reduce customer care costs by taking fewer calls. It would seem a wiser choice might be to look at the reasons customers required so much care when using their cell phone. Was the process of delivering the phone to the customer informative? Could the company do a better job in training the customer how to best use the new phone? Would the customer find an advantage to have available on the web training modules that would address in bullet point detail the exact issue the customer has? I wonder how much the company spent advertising to gain new customers while tossing them away. A company that places the proper value on the customer will always study ways to improve customer service with improved processes. Now look at your company with the only objective to make your company team the best no matter what the market! 

Rob Gehring is the President of Fixed Performance 
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