Two observations from fourteen years of customer service

1. Customer service done in good faith is public service.
2. Customer service anchors you to reality.

Comments

[twitter.com/1day1brand]

Craig,

Great distillation!

-- Axle
http://www.distility.com

[P Smith]

Now if Craig's List would only do something about the spammers who post on their forums.

[Glenn S]

Craig,

You consistently amaze with clear and concise insight. It's so simple ... why can't business get it right? WE are talking service and not Middle East peace.
Lack of customer service equals obscene top management compensation, that's often where the money goes instead.
Thank you for being different.

[Rudolph Bachraty]

Hi Craig!

Two great points.

#1 for me is about caring. Caring about really helping someone.

#2 for me is about listening to what our customers really want or feel about us or our products - good, bad or ugly. Then, it's about actually doing something about it.

Have a great one.

Rudy
Trulia.com

[Jeff Yablon`]

RIGHT ON, Craig.

I've been around long enough to remember the days when Bill Gates took the occasional 30-minute turn on the phones at Microsoft. And inasmuch as it could, it addressed point #2, even for him.

As for #1 . . . it sounds overstated, but it isn't; good customer service helps everyone. Good communication, too.

Timing was perfect:

http://answerguy.com/2009/11/19/your-clients-are-dumber-than-you-nick-burns-computer-guy/