This post won't be news for anyone. I believe customer service is critical for long-term business success and customer retention, and I don't understand how business owners who fail in customer service can look themselves in the mirror without shame.
In The Thank You Economy, Gary Vaynurchuk argues that the next economy we're entering into is one where direct customer engagement will be required of all companies, and those that don't grasp this will fail to survive. In Delivering Happiness, Tony Hsieh explains how striving fanatically after customer service became his company's mission. Even in Onward, Howard Schultz talks about how he got inspiration for customer service from Italy's oldest artisan cafe owners.
There are some everyday bad customer experiences that I just can't believe keep on occurring. Here are a few that come to mind immediately from my personal life:
Be responsible. If your shit breaks, man up and fix it; don't try to make more money from "service." Take end-to-end responsibility for your product or service, and do whatever you'd like to have been done to you if you were the customer. It's not a privilege to be your customer; it's a privilege for you to service the customer. Get it straight; our generation has choices, access to competitive information and online reviews, and is getting more and more used to amazing service. I hope you can keep up.