I sometimes ask clients what they are about – what makes them different from their competitor, or what’s their point of differentiation, competitive advantage or value proposition.
Many service-based companies say it’s good customer service, or even excellent customer service. It’s their secret sauce. And for some it’s true, because they express excellent customer service from the clients point of view.
So what is good customer service? Unless you talk on a regular basis to your customers, you probably don’t know. It’s like branding. A brand is not what you think it is, it’s what your customer says it is.
So, if you want to be excellent at customer service, ask your customers what that means to them. And then market your “excellent customer service” as an expression of what it means to your customers.