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What Does Ham Have To Do With Customer Service?
By Steve Hurst | November 11, 2008
One of my biggest pet peeves is the “lack of customer service”. When I use the term “customer service” I’m referring to the entire “customer experience” process. I hear businesses complain about the lack of business and in the same breath, blame it on our so-called, economic conditions or a host of other “outside of their business” problems.
However, when I look at these businesses that complain, I find out they have bad if not horrible customer service. What’s even more baffling to me is how these business owners can’t seem to see the problems. Maybe it’s because they’re too close to the situation and maybe because they keep doing things the same way, over and over and over again, because “that’s what they’ve always done.”
One of the first things I do when I take on a new client, is look at their operation, then proceed to tell them what I call the “Ham Story.” I originally heard this story from Zig Ziglar many years ago, but the moral of the story is so true to every business.
The story is about a couple getting ready for Christmas dinner. The wife is in the kitchen getting ready to make the Christmas ham when her husband walks in just as she’s cutting off the ends of the ham.
He asks, “Why are you cutting of the ends of the ham?” She replies, “I cut off the end of the ham because my mother always cut off the ends of the ham.”
“Well”, he says, “Mom’s in the living room, let’s ask her why. Mom, why do you cut off the ends of the ham?” Mom replies, “I cut off the ends of the ham because my mother always cut off the ends of the ham.”
The husband says, “Grandma is long distance, but let’s call her and get to the bottom of this three generation mystery.” On the phone, “Grandma, why did you cut off the ends of the ham?” Grandma replied, “I cut off the ends of the ham because my roasting pan was too small.”
This story is great to make you stop and think, is there a real reason why you’re doing…what you’re doing.
I know as a consumer, I’m appalled at the lack of customer service at many places. Some of it minor, some can be very major. I also know that if businesses would improve their customer service, it would go a long way in improving their bottom line.
Take a look at your business. Are you doing the same old things because “that’s the way it was always done” or is there a REAL reason for doing them. Look at your customer service. Are you providing the best customer experience for your customers?
If not, start improving your customer service. More than likely, you’ll be miles ahead of your competition, because good customer service is hard to find. Provide the best customer service possible and watch your business grow.
To Your Success,
Steve
www.spnmarketing.com
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Steve Hurst has been working in sales and marketing for over 30 years. For 10 years he had his own computer business which included website building and consulting. The past 5 years he’s owned his own Business & Technology consulting business. Using his sales and marketing skills along with his knowledge of technology, he’s helping his clients increase their sales and profits by utilizing today’s technology.
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All writings here are copyrighted by Steve Hurst. You may not use them without written permission but you may link to the posts or give out a link to the posts.
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