As a businessman, my number one goal has always been to balance two things: profit and quality of life. There came a point where I realized that I may have to sacrifice some of the former for some of the latter. And that ultimately came in my decision to minimize the number of customers I had to deal with. That was a business decision that I would never turn back on.
However, most businesses rely on word of mouth and customer loyalty. And because of that, huge amounts of effort and resources need to go into keeping the customer happy. A friend of mine sent me this infographic called The State of Customer Service in a Consumer Driven Market and it reminded me precisely why I made the decision I did.
Now, don’t get me wrong. I’m glad that customer service is taken so seriously. And I get as irritated as the next person when a big company’s bureaucracy takes me for granted as a consumer. But yeah, there are also plenty of loony’s out there, and the less of them you have to deal with in your business, the better.
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Source: ClickSoftware Field Service Management
