As far as customers are concerned, you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.” – Unknown
“The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.”
– John Russell, Harley Davidson
“Customers don’t distinguish between you and the company you work for. To the customer’s way of thinking, you are the company.”
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.
“You are allowed to do this, don’t worry about the rules, don‘t worry about getting into trouble, your job is to take care of the customer, your job is to make that person leave happy. And you have all kinds of leeway to do that.”
“Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.”
Heard from a Navy seal: “Under pressure, you don’t rise to the occasion, you sink to the level of your training.Why we train so hard.”
— Allen Morgan (@allenmorgan) February 26, 2013
Another reason to drill, drill, drill when it comes to downtime situations with your app. You’ve got a plan in place for when that happens, right?
Customers will want to talk to you if they believe you can solve their problems.