“Do to others as you would have them do to you.”

-Luke 6:31

 

TREATING CUSTOMERS LIKE GOD’S PEOPLE

How we treat customers in our businesses is the single most important aspect of maintaining a thriving enterprise. How we view our customers is the start of developing a successful customer first mindset. Recently as I was starting up my business, I needed some work done to create a successful platform for my work. The contractor did his job as described. I noticed something in how they worked to complete the job. Subtle extra things would appear. “We thought you might need this addition,” they would reply when we noticed these additions. Comments we would make in our planning discussions were taken seriously and if even if they had to work extra they would complete the task. When the job was completed it was far better than we had imagined and at the price they had quoted.

“At the end we told them that their work far exceeded our expectations, they humbly said, “thank you.”

They had created a raving fan of their business. They knew what we didn’t and carefully guided us to what we needed and not what we asked for. They listened to learn and got the job done. Needless to say we gave them references and posted great reviews. Later as I thought about this experience I realized that this was the model for great customer service. They didn’t tell me, “That isn’t what you asked for and it will cost more.” They didn’t treat me like an annuity that would only generate cash for their business. They didn’t dismiss our ideas. They politely pushed us where we needed to go. At the end we told them that their work far exceeded our expectations, they humbly said, “thank you.”

“Simply, we should treat others the way we want to be treated. In business, holding this tenet is the cornerstone of great customer service.”

Today’s verse is from Luke and we recognize it as the “Golden Rule.” The Golden Rule is also found in the Gospel of Matthew, as part of the Sermon on the Mount. The words are similar, but contain the same message. Like most of Jesus’ messages it is simple to understand and powerful in its point of view. Simply, we should treat others the way we want to be treated. In business, holding this tenet is the cornerstone of great customer service.

Countless trees have been cut down to produce the volumes of books about how to create great customer service. Many hours have been spent in debate reflecting on the subject of customer service. But here it is, in a short phrase that contains only eleven words, a thesis by Jesus on what great customer service is. As is typical of Jesus, short to the point and aptly spoken. We don’t need rules and overly bureaucratic systems to determine how to treat customers. We need a heart that has the intent on satisfying our customers. A desire and willingness to treat our customers the way we would want to be treated.

Blessings, until next time,
Bruce L. Hartman

 

PARTING THOUGHTS

What holds us back from creating “raving fans” of our business?

Can we look past our desire to make money from our customers to providing great service?

How would Jesus handle customers?