Thursday, May 5, 2011
Ripping Off Customers the Secret to Customer Service?
I’ve been to entrepreneur workshops over the past 15 years or so. Without fail every one of the entrepreneurs in the room says their superior customer service is what sets them apart from their competitors. Or their superior customer service will set them apart if they are still in the process of setting up their business. I don’t know why everybody says that. I guess they all want to think their fantastic customer service will be the talk of the town.
I don’t know that I’ve ever heard anyone say their low prices is what gives them the edge over the competitors. To me that would be the huge bonus over customer service. In this day and age customer loyalty is a thing of the past. People go where they get the best deal and the least amount of hassle.
More so when people are looking for home renovations. Often they’ll ask people they know for recommendations. We needed a chimney cleaner and nobody knew any. We looked on Craigslist and found one and he did a great job. We’re very happy with the service. He charged around $100. I thought that was reasonable but I have nothing to compare it too. Bottom line is we were happy with the price and the service and we’d recommend him if anyone asks.
Did he give superior customer service to set him apart from his competitors? No I wouldn’t say that. In my opinion he gave us good service at a good price. He showed up when he said he would and did a good job. He was pleasant to deal with. He caused no problems for us. Nothing superior that I’d say sets him apart from anyone else. Will we use him again? No. But that's because we don't use the fireplace so it doesn't need to be cleaned. No matter how wonderful customer service any chimney cleaner gives us I don't require this service.
The thing about customer service is the customer doesn’t always require customer service. I walk into the grocery store with my shopping list and I know where I’m going to find things in the store. I rarely have to ask for assistance so I have no idea if most stores offer good customer service or not.
I’ve heard many Amway IBO’s brag about offering excellent customer service. Most of them didn’t have any customers! So yeah I guess its easy to offer excellent customer service to a zero customer database!
All I can say to Amway IBO’s is if you’re ripping off the customers every time you make a sale - how can that be offering good customer service?
A brainwashed ambot will argue something stupid that Amway products are high quality and the high price reflects the high quality. They ignore the facts where independent studies have shown Amway products are generic and often lower quality than much cheaper brand name products on the grocery shelves.
Eventually customers (and here its probably friends of family giving the IBO a pity sale) will get fed up with paying double or triple what they can buy a similar or better product for at Walmart and won’t be back to buy any more Amway shit - no matter how excellent and superior the customer service the IBO’s like to think they possess.
Just like the chimney cleaner. If the customer doesn't need it, no matter how excellent the customer service is, the customer won't be back for another sale.
If IBO’s count on offering great customer service as the secret to their success, they fail to realize that not everyone is looking for superior customer service. I prefer to get good deals and no hassles. That means I don’t want to get ripped off by overpriced Amway products and I don’t want to be hounded by an IBO about how Amway is the secret to financial success and a lifetime of residual income in 2 to 5 years.
Word of mouth recommendations about IBO's customer service and Amway products? I think a lot of us bloggers cover this topic. Those ambots can't move past the reality that no matter how superior their customer service might be - or what they perceive it to be - ripping off customers with high priced inferior products means they are really giving shitty customer service.