Having the privilege to work remotely in no way releases you from the responsibility to excel at customer service.  In fact, it may be even more important that you develop a personal passion for service as you may not physically have customers in front of your desk, or a co-worker or supervisor to ensure proper levels of service are provided. 

Our economy is continuing down the road of becoming a "service economy" versus one of manufacturing or agriculture (although those segments are still important!).  The single largest factor that determines if a company or organization will achieve success is their ability to provide exceptional customer service.  Customers are fickle and will go where they can have their needs met in a timely manner.

In order to keep your customers happy, it is also important to understand what turns them off, or makes them less likely to continue doing business with you.  Today we will discuss the number one customer turn-off. 

A Long Wait

We have increasingly become an impatient society.  We want everything now!  If you doubt this fact, let me ask you if you have ever found yourself waiting impatiently for something to finish in your microwave?  Have you ever removed something before it was finished because you were tired of waiting?  We don't like to wait, and neither do your customers. 

It does not have to be a physical line.  It could be someone in your own company waiting to hear back from you on a question they emailed you about last week.  A customer could be waiting for delivery of the final report that they are presenting to their board of directors the next day.

Make sure that you demonstrate the same sense of urgency that you would if you had a long line of customers waiting for you.  People are more understanding and tolerant of a delay if they know you are doing everything possible to respond to their need.   The best way to show your sense of urgency is to communicate with your customers.  This includes a regular status on a project or a proactive explanation of a delay in the delivery of product or service.  Don't ever leave your customers, co-workers, or boss wondering if you are working on their issue or project.  It is your responsibility to keep them in the loop.

By Dave Reed