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Customer Service Creates Profit

By 250 News

-by Myron Gordon

Unfortunately, most people only associate customer service with retail stores. However, if you take a closer look, customer service is part of every business and organization. This not only includes front line staff who are hired to interact with customers, but also every employee, board member, shareholder or owner. Paying attention to customer service will not only result in a more effective organization, but also a healthier bottom line.  

While customer service certainly encompasses the interaction between your employees and your customers, there are other aspects, which must not be ignored.

Company culture plays a big role in determining the level of customer service that will be provided by your organization or business. Most executives and managers do not realize that they set the tone for what will happen on the front lines. If employees see the owner or their manager sitting behind the desk and ignoring everything else, they will take their cue from that behavior. We have all noticed managers who hide when customers come into the office, or who refuse to answer the phone. They’re telling all employees under them that this type of behavior is permitted. Your employees’ actions may actually be a reflection of your own.

Solution: Lead by example.

Have you ever worked for an Organization where one of the managers belittled or mistreated an employee, only to turn around and complain about the employees’ customer service levels? As a manager, your customers are also your employees. Employers and managers who spend time helping employees and customers will ultimately see customer service levels increase in their organization. Always be willing to listen to complaints and comments, even though they may actually have nothing to do with the actual issue.

Solution: Treat your employees the way you want your customers treated.

A frequent mistake made by employers is to hire employees based on their expertise or knowledge. While these employees may know what they are talking about, it doesn’t necessarily mean they can interact with customers. Instead, hiring employees for their ability to provide high performing customer service levels is of utmost importance. An example of this issue can be seen when dealing with computer salespeople. While they may be technically knowledgeable in all aspects of the products and services they are selling, they have to be able to communicate and interact with the potential customer before the sale can take place.
If an employee doesn’t work out, or you find that one of your current employees actually represents the proverbial bad apple, move them out before the whole organization becomes tainted. There is nothing more dangerous in an organization than an employee who hasn’t bought into the culture.

Solution: Hire keeping customer service in mind, before considering knowledge and expertise.

One aspect of customer service, which is often overlooked by organizations, is providing the appropriate tools and training to their employees. This may involve providing employees with computer systems, cell phones, POS systems or training on the latest sales techniques. Take the time to ask your employees what tools or training would make their job easier. Exceptional customer service extends beyond the employee.

Solution: Equip your employee with the appropriate training and tools.


Empower your employees to make their own decisions and back them up. Ask yourself this question, “What is the cost of arguing or disagreeing with the customer?” Look at this question both in labor used to argue, and in dollars to replace or redo the job. In a number of cases it will be cheaper to do what the customer wants. If you actually do succeed in convincing the customer that they are wrong, you will likely lose their business and that of potential customers they are sure to tell. Instead give your employees the power to quickly correct the problem without any hassle. The customer will be happier because their problem was resolved quickly, and your employee will be happier because they have a sense of control of the decision making process.

Solution: Empower your employees with the ability to satisfy your customers.

Remember, “Your customer is always right, even when they are wrong.”


Myron Gordon owns TMSG Management Services Group, which provides management and financial services to growing businesses.






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