Treating Customers Right

Customers can be turned off, not by price, but by apathy, carelessness and discourteous treatment. Every business fears a computer virus, but no business is immune from personnel who deal with the public in a lethargic way. With today's intense competition, greater emphasis must be placed on developing responsive employee attitudes.

Many service companies have failed to take to heart the fundamental policy that quality level at the point-of-sale is crucial to sustained revenue and profit. Lackluster results on balance sheets are usually matched by indifferent attitudes on the phone and by service technicians who are in a hurry to go home. While there are certainly exceptions, grouchy employees are too prevalent to be explained away as random incidents.

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