I’ve heard people say that a good, or great, product will speak for itself. I think that’s crap. Behind every product is a company that needs to interact with their consumers and be very responsive to their consumers. If I go to a high end restaurant and stand there for ten minutes without being acknowledged they are going to lose business. If I buy a tech product and attempt to talk to the company that produced the product and all I get is the run around, than they will lose business.
We’ve see businesses with great products fall apart because, although they have a great product, they don’t understand that it’s the consumers that still need to buy that product. You can take an average product and combine that with unmatched customer service, and I guarantee you will see a successful business/ product.
We’ve all heard things about Steve Jobs, good and bad, but he is not their customer service department. When you buy an Apple product, most people buy them at an Apple store and the employees in there (from my experience) have always been amazing.
My point is simply this; if you are in business or own a business, you can’t take customer service for granted. Treat people as people. Acknowledge- even if someone walks in and you’re crazy busy and don’t have the staff to handle it; acknowledge the customer, this alone can keep them in. Be responsive- the simple act of responding in a timely manner is huge for people, you expect the same when you’re the consumer.
There is no one thing that leads to a successful person, business, or product. It is a combination of things that all dance together gracefully.