Not Too Big To Fail, Afterall
MSN Money’s best and worst companies for customer service rankings are out, and apparently the big banks are not too big to fail…their customers.
Of the ten companies on the list, half are financial service companies, and the other half are cable or communications providers. Ubiquitous, everybody has ‘em kinds of services, and apparently, everyone hates them. It might make you think that in certain businesses, there is just no pleasing your customers.
And that is all about the economy.
But think again.
Because among the best loved companies for customer service are supermarkets, airlines and consumer shipping and delivery services – where presumably your reputation is only as good as your worst hourly employee. Companies you also can’t live without, but who manage to keep you happy despite that fact.
Consider the following:
Food prices have skyrocketed, yet customers at Trader Joe’s aren’t holding a grudge. FedEx certainly lose packages on occasion, yet its customers still support it. Airline travel is costlier, slower and in general, more of a hassle in the post 9-11 world, yet Southwest still gets high marks. And the Nordstrom Way still seems to be working.
What do these companies know that seems to be eluding the media and banking giants?
It’s all about culture. When your practices and policies walk the “customer first” talk, and when leadership expends energy to educate, motivate and otherwise engage their team, good things happen.
It is a simple equation. It works in all businesses, and all economic cycles. When your employees understand end exemplify a culture of service….your customers will notice. And your reputation will benefit.
Carreen Winters can be reached at cwinters@mww.com.
