The DNA Of Customer Service: Part First

Why is it that the Ritz Carlton gives every employee the option to spend up to $2,000 to solve a customers problem? Why is it that Nordstrom will take back an item (like a spare tire!) that their store never sold? Why is it that Zappos will stay on the phone with a customer, as long as necessary, to resolve any problem? For example, you can call Zappos and tell them you need help with finding a local pizza shop – nothing that has to do with their business – and they’ll help you resolve your pizza struggle – why is that?

The recent focus of the March 2011 issue of Inc. Magazine attempted to address the importance of customer service relative to entrepreneurship. In their fascinating article, Inc. offers an depth examples from two small companies. One of those companies featured is Crutchfield. This  is a small electronics retailer who competes with the likes of Best Buy. Crutchfield has been in business for 37 years and operates debt free. While Best Buy had sales of $49B in 2010, Crutchfield came in around $250M. While they don’t have the buying power of Best Buy, they’ve remained profitable throughout the recession and avoided layoffs. The owner of Crutchfield states that their success is attributable to their commitment to service! He mentions things like staying connected to his customers, listening intently, and hiring the right people. The second company featured was Ecco. This is a small manufacturer of back-up alarms and lights for small trucks. Like Crutchfield, Ecco is a niche company who has survived and thrived during difficult times. The president of Ecco would also suggest customer service is the primary reason for their success. He states you must listen closely to your customers, stay involved in the operation, and seek out new ideas from your customer base. Fascinating article – we’d recommend you read it.

At BossStart, we wanted to dig deep into the fabric of organizations that are known for their service. Companies in which the brand screams service! In doing so, we’ve come to understand that exemplary customer service is far more than a project or afterthought – it’s embedded in the DNA of the organization!

Is customer service embedded in the DNA of your company?? BossStart is going to offer a quick, yet powerful series on this topic.

In the posts ahead, you’ll come to fully understand the DNA of customer service:

  • – Hire the right talent
  • – Embed service in to the process of your work
  • – Stay close to your operation
  • – Stay even closer to  your customers
  • – Evolve with your customers


Stay tuned for next week.

About the Author: Jacob Ballard

Jacob is an Entrepreneur. He is the Co-Founder of BossStart and also operates the web-based business He has a degree in Marketing from USF in Tampa, FL. Jacob uses his experience from founding numerous businesses to enhance the entrepreneurial adventures of BossStart readers.

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