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It’s Only Common Sense: Customer Service is Everywhere!

Everything you do in a company is all a version of customer service—all of it! Just like everyone in your company is a salesperson, everyone in your company is a customer service representative. From the owner to the person in shipping to the person in plating, it’s all about customer service. Any and all actions and interactions represent your company’s customer service philosophy, so be very careful and very intentional in everything that you do.

Every one of the following actions say that yours is a great company that delivers outstanding customer service:

• When anybody calls your company and a live person answers
• When you send out a quote on time
• When your salesperson is on time for an appointment
• When your product is packaged perfectly and has all the correct documentation
• When a visitor goes to your restroom and it is sparkling clean
• When you handle a difficult quality issue
• When your product is delivered on time, all the time
• When your salesperson’s car is spotlessly clean
• When your receptionist greets a customer with a smile
• When you have a smile on your face when you’re talking on the phone
• When your wall charts are up to date
• When your daily calendar is turned to the right page
• When your wall calendar is turned to the right month
• When your delivery truck is spotlessly clean
• When your phone is answered faster than three rings
• When you can eat off your shop floor
• When your operators are all wearing the right apparel and safety glasses and shoes and gloves
• When your press releases are clear, succinct, and interesting
• When your sales literature is brilliant
• When your conference room is cleaner than your Grandma’s house
• When your business cards are fresh and crisp and new
• When your product is perfect
• When your specs are up to date
• When your permits are current
• When your consumables are within the right dates
• When every department in the factory looks like a cabinet maker’s workshop
• When there is a problem and you solve it quickly and without drama
• When your associates love coming to work
• When your management is cool, calm, and collected
• When your building is clean and freshly painted
• When your landscaping is perfect and attractive
• When your customers love coming to your facility
• When you make your customers feel at ease
• When you are so easy to work with that everyone wants to work with you
• When your shoes are shined
• When your desk orderly
• When your conference room is pristine
• When everyone in the company is proud of where they work

And finally, when your customers are so proud of doing business with you that they brag about it to other companies who are your customer prospects, it says that yours is a great company delivering outstanding customer service. Remember, customer service is everywhere in everything, and everyone is in customer service.

It’s only common sense.