Good Customer Service Leads to Customer Satisfaction

Have you ever had your expectations exceeded?  How did that feel?  “Satisfaction, or the lack of it, is the difference between how a customer expects to be treated, and perceives being treated.”  This qoute is a gold nugget from a book titled Total customer service : the ultimate weapon by William H. Davidow and Bro Uttal.

When I reflect on the simple aspects of customer service, it boils down to understanding the customer, and predicting their expectations. Meeting or exceeding their expectations is the goal to retaining customers. And how is that achieved? Here’s an example of a mission statement that I copied from a framed display in my dentist’s office:

“The mission of our office is to serve our patients and each other faithfully, as God would have us. To treat everyone with respect, kindness, compassion, friendship and deliver the most comprehensive and up to date dental treatment deemed appropriate for each individual with integrity and care.”

My expectations are always exceeded when I visit my dentist. Twice a year I have my teeth cleaned and inspected, and I always feel like I’m the most important person in the office. It’s a relaxed, peaceful, clean environment. I’m always treated well, and I like going there. Why? Because these kind people have made a purpose statement which they live by. They are there to serve their customers. Coincidentally we pay well for this good treatment, and the staff is in turn paid well. This is an office that doesn’t have staff turnover, and rarely is able to accept new patients. Does it say anywhere in the mission statement that the purpose of the office is to generate revenue for the dentist and his staff so that they may live well? No, but by treating the customers well, that is the result. Good old fashioned customer service leads to good old fashioned customer satisfaction!

What are your thoughts on the relationship of customer service and customer satisfaction? You’re invited to join in the conversation!