I bought a cup of coffee from a small food truck (more of a cart) one day.
As I sat enjoying the brew, I snapped the photo of the tidy vehicle with a friendly proprietor offering a tasty treat.
It got me thinking about other less enjoyable customer service experiences I’ve encountered. You are likely familiar with the concept of supply and demand.
Generally speaking, when supply is high and demand is low, prices fall. Conversely, when supplies are scarce and demand is high, prices climb. Arguably, many organization are experiencing a supply and demand issue.
What supply is low?
Arguably, there was a point in time when people expected (even demanded) excellent customer service. That was the past – today is different. Somewhere along the way we hit a point where we stopped demanding it.
Perhaps, we believe that in most cases the customer service supply is gone and won’t be restocked. Of course there are exceptions, but I think most of us would agree that there is no outbreak of exceptional customer service. There is no epidemic of unbelievably customer-centric support.
Fortunately, you can start to do something about the customer service supply where you work. It starts with how you engage your very next customer.
Patrick Leddin, PhD is a speaker, global leadership consultant, and The Wall Street Journal bestselling author of The Five-Week Leadership Challenge. Patrick is an Associate Professor at Vanderbilt University with a thriving leadership blog and podcast, and 25-years of leadership experience. He offers an unparalleled mix of academic rigor and real-world experience.