“Great Customer Service Comes from the Heart”

A business colleague shared an inspirational customer service video with me today. The quote, “Great customer service comes from the heart,” comes from this video, titled, Johnny the Bagger. Little three minute gems like this, make you think. As a business leader, I am always trying to instill that customer service “thing” with our team. Manufacturing has a different customer service culture than retail or enterntainment. Many of Horst Engineering’s customers are large multi-national organizations with tens of thousands of employees. The B2B model and commodity nature of our products prevents us from being as creative as other industries, but it still isn’t an excuse for not treating customers right. We have ample opportunity to interact with buyers, engineers, quality assurance people, and many other folks at our customers. The video will make you think differently about customer service, as well as about some other things in life.

1 Response to ““Great Customer Service Comes from the Heart””

  1. 1 Karunakaran TK 20 October 2007 at 10:38 am

    Great video and great thought for my day. It is true that the philosophy of customer loyalty and delight is different for different businesses. But as the video says, if one puts his heart to it, then one will find a way to touch the customer’s heart, and create memories, that will make him come back to us. Memories I would say, is one of the strongest factors that makes consumers behave the way they do. As a child, I always entered the bathroom in my grandmother’s place to find Colgate toothpaste. The plain white one. When I see the same old Colgate on the shelf in the retail store, all of those happy days come running back to me. And I have no other choice but Colgate. Now one could argue that the company did not create those memories that forced me to buy it. But truly it was memories which did.

    Organizations should propogate strong positive loving energy out to the market. And they will become integral part of families and businesses(in the case of B2B). 🙂

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