Something I heard the other day jogged my memory about a CEO I used to work for. During a conversation with him he told me: "Customer Service is a necessary evil."
Wow!
This same CEO was out telling prospects and potential investors that our customers were the most important thing in our business. Perhaps he was referring to the revenue they brought the company.
Do you find yourself thinking the same thing? The temptation is to think of Customer Service as a Cost Center, because it is difficult to gauge how much of your revenue comes from it. Wrong. Good Customer Service is not that hard, not that expensive, and the return on the investment shows up every day in referrals, references and repeat customers.
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