We take a lot of things for granted in business, but perhaps the most sinful is a belief that saying 'excellent' or 'unique customer service' often enough, will make it a reality.
The problem is that nowadays pretty much every company purports to have fantastic customer service. Well of course they would, it's often one of the only ways to provide a differentiator between your business and the nearest competitor's.
But because of the ease of this claim it often only leads to scepticism from the consumer. The effect of which is that the companies who speak of great customer service, but fail to deliver, simply denigrate the hard work of those that keep their promise.
So far so obvious, but it wasn't until I was on site at The Bigger Printing Company this week, that the value of customer service really hit me.
