Are you providing customer service or customer care? There is a difference. In the recent edition of “No B.S. Marketing Letter,” by Bill Glazer and Dan Kennedy. They discussed how many businesses have developed fundamental bad habits. They use the analogy of putting money into a leaking boat but not fixing the main problem – wood rot.
One area that really caught my attention was the difference between customer service and customer care. Customer service is just selling a client and making sure they got what they paid for. Customer care is exactly what it says. We should care about them and care for them. There is no substitute for that.
“They go on to add that customer care is a by-product of both attitude and aptitude. Investment in mastery of craft and its details; determination to see that represented in what goes out the door. Respect for your craft and customer. Ambition is fine. But ambition for money de-linked from the ambition of of actually earning it is disreputable.”
As I have mentioned before in this blog. If you can only purchase one newsletter that discusses marketing like no other, than you need to get the “No B.S. Marketing Letter,”. Use a search engine to find their site. I could link it here, but that would be too easy. If you want the knowledge, seek it out.
Have a Profitably Day.
