Are you longing for really good customer service from your digital imaging supplier? Is excellent customer service even a reasonable expectation? I attended a lecture last week in central California. The topic was ‘Extreme Customer Service’. The speaker, a very successful entrepreneur, told the professionals in attendance that extreme customer service is revolutionizing the way we do business. He predicted that consumer-demand for excellence in service will drive suppliers to excel in this area or be left behind. What is ‘Extreme Customer Service’? In a nutshell, it’s about customer delight rather than customer satisfaction. I’ve been working in this industry for the past 8 years. During that time, I’ve seen pockets of good customer service, but never consistently, and nothing approaching ‘delight’. And in leasing companies, which I think you’ll agree tend to be a necessary evil, even less so. I’m not sure if the revolution will reach the digital imaging industry, but I do know that nothing will change unless our expectations change. Here’s what I expect in terms of customer service:

• People to do what they say they’re going to do
• A timely response to my first request for information
• People who are working on an issue for me to remember they’re working on the issue and to take the initiative in the resolution

I’d love to hear what your expectations are. Also, if you’re a client of ours and you haven’t been delighted with our services, I would REALLY love to hear from you. You can email me at hrecla@optimizon.com.This email address is being protected from spam bots, you need Javascript enabled to view it Here’s to Raising Expectations.

This entry was posted on Wednesday, July 30th, 2008 at 9:00 am and is filed under Fleet Management. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.