May 14 2008
Deadly Sins of Service Provider
Philip Kotler has what he calls the ten deadly marketing sins as a marketer. Well, I venture to come up with some deadly sins as a service provider too.
Indifferent - If I don’t care what customers say or need and go my own way.
Unresponsive - If I don’t respond to customers, or take my own sweet time to respond.
Outdated - If I am still offering something that is as good as those in the 90’s!
Self-centered - If I still possess that production-oriented mindset, only interested to sell my services instead of finding out what customers really want.
Never learn - If I simply never learn from mistakes but make them again and again.
Never involve customers - If I never consult or at least inform customers early on important changes that could impact on them.
Customers can be very good teachers. A customer complaint, if handled well, can turn out to be an opportunity. When a customer cares enough to complain (instead of just quietly walks away), he or she is giving us a chance to rectify the situation to serve him or her even better.
Customers have taught me this in a number of tough cases. Thankfully some complaining customers turned out to be very loyal customers until now!
Let’s serve our customers well and not sin on any of these 
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Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .
Jason Rakowski
That’s so right. So far I’m a happy customer of BizPartner. Usually, for most of the hosting providers (not sure what you term this kind of businesses), the customer support team is the key to its success. How fast they respond to the customers, how friendly they are, how patiently they handle the customers, etc. In my opinion, usually that is the point that keeps your customers around you.