My old mate Bob Pritchard sends me his newsletter. His latest issue has a blurb on "Positively Outrageous Service is Great Business". It has an 80s tone, reminding me of my other old mate Bob Ansett who sparked the customer service revolution.
I hereby declare that revolution over.
Bob writes, in his 'new upcoming book "Kick Ass Business and Marketing Secrets" ': There is an increasing emphasis on providing good service, whether in restaurants, retail stores or factories, mainly because today's customers will accept nothing less."
I'm sorry. That's no secret. That's just bunkum. Qantas customers continue to fly with the airline despite their high levels of dissatisfaction. Telstra offers traditional levels of service. Are Coles and Woolworths going to do anything about checkout lines? Did people abandon banks when they stripped services away? No. The banks made historic profits instead.
Sure, service can be an important differentiator, when all other things are equal. But other attributes can be more important: security, location, lack of alternatives, an irresistable urge to be hip...
Michael
michael@michaelkielymarketing.com.au
0417 280 540
(02) 6372 0329
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