“Customer Service is Expensive.”
Of course it’s expensive. You’ll need to hire people that are kind and empathic. You’ll need to provide training and support and systems. You’ll need to avoid shortcuts and treat better people than the minimum expected. And you will need to trust your people to do what is right.
But all of that expense is the cheapest way to spread the word about you and what you do. Great customer service always pays for itself.
There are many situations where no customer service at all also pays for itself. Google doesn’t spend a nickel on helping people with the services they offer. And the money they save is spent on something else that permits them to grow.
It’s the choice of low customer service, or nearly enough – that’s simply a waste of money.
The single biggest marketing bargain remains a customer who chooses to recruit new customers for you. Train your team and go give those customers your best efforts and see what happens.
