Customer Service – The ‘Forgotten’ Yin to the Yang in Business!
by Chris C. Ducker
16. Jun, 2010 
49 Comments
Location: Home Office – Reading / Viewing Time: 7mins
In February this year I spent almost the entire month in the US, with my wife, traveling through San Francisco, Miami, LA and New York. On a trip like this we experienced quite a bit, as you can imagine. However, it was one particular experience that left me with a really, really nice taste in my mouth – in more ways than one!
Whilst in New York a good friend of mine and his wife took us down to Arthur Ave, formerly know as the ‘real’ little Italy, and introduced us to Mike’s Deli, a spectacular, ‘golden nugget’ in New York. If you haven’t visited, DO IT. The video above is not only my shining testimonial, but also an important lesson in the art of customer service, and how so many companies nowadays are starting to forget about this important ancient practice!
In the video I discuss, amongst other things:
- How Mike’s son, David, made us feel so welcomed when we arrived.
- How Mike himself instantly made me fall in love with him.
- What I saw with my own eyes, that is sorely missed too much nowadays in business.
- More lessons on customer loving and retention!
Myself, my wife, Ercille and David, Mike's Son!
This is actually the first video post on the blog for quite some time. Its not that I have gone off video, I love it and more video will be coming, I promise - however, I have been spending time, as you know, trying out other things like the Podcasts, etc.
The reason why its taken me so long to get around to posting this video is because I had to edit my waffling down a little. This is actually my first attempt at using iMovie for the new MacBook Pro I got a week ago (only literally took it out of the box today!). Its really simple stuff, but, nonetheless, I’d love to know what you think of the new format in the comments section below…! (bracing myself) – You can expect a little more on the next video…
I look forward to hearing from you all.
By the end of 2010, I want to be a Full-Time Virtual CEO. Take the journey with me, month-by-month to find out how I'm going to do it! I’m a 19-year sales, marketing and PR professional originally from the UK and an entrepreneur at heart. I’m also the CEO of the Live2Sell Group of Companies, a thriving total business outsourcing provider based in Cebu City, Philippines.
Love the view from your home office!
Haha. I wish, Matthew!
But, hey… Its great for a week at a time at certain points throughout the year.
Living that virtual business lifestyle, baby. That’s what I REALLY want…!!!
Thanks for dropping by.
Best,
Chris
A friend of mine just emailed me one of your articles from a while back. I read that one, and a few more. Really enjoy your blog. Thanks.
Hi Dan
Welcome to the VBL blog. Thanks for dropping by, and thanks also for the kind words and feedback.
They are greatly appreciated.
Look forward to interacting a little more with you here in coming weeks / months.
Best regards,
Chris
Excellent video, Chris.
I like the new widescreen format. It seems that everyone is going this way now. The fades are cool but I know you can do a lot more in iMovie, so keep playing around with it!
I believe you’re right. This topic has slid down the scale for a lot of companies especially small ones, as I believe they are more focused in trying to find new customers other than keep their existing ones happy.
Thanks for the insights as always.
Sam
Hi Sam
Yeah – I have noticed the Widescreen thing, too – I think its done to the Flipcam, more than anything else.
Its a struggle when youre small. You NEED extra business, MORE business so badly (especially in the beginning) so the emphasis does indeed seem to be on sales, sales, sales.
But, that customer care aspect will HAVE to come into play sooner or later. I say its best to PLAN for it, and then it wont ‘hurt’ so much when it does enter your life!
Thanks for the cool comment, bud.
Chris
Great tip Chris! This is something we should all never forget. I always remember the people and companies that treat me right and I always refer my friends and family to them.
also…
Congrats on getting a Mac
Hi Tony
Thanks for the feedback – youre right, those lasting impressions really do LAST. I will definitely be back to Mike’s when I am in NY next. Without a doubt.
The Mac is scary – I literally have NO IDEA what I am doing…!!!!
Any cool tips to share…?
Chris
Its all about trail and error. You’ll get a hang of it
Hey Chris,
Customer Service is SO important and that’s how I’ve built up my businesses successfully as well.
Great picture of David, your wife and yourself. (Is your wife from the Philippines?)
Also, you should try out ScreenFlow – it’s brilliant for Mac.
Hi Tyrone
Thanks for the comment, bud. Yes, Ercille is a Filipina, born and raised.
I’m checking out Screenflow as I type this – multi-tasking, virtually, of course!!! lol
Thanks again,.
Chris
I enjoyed finally seeing a picture of your wife. I speculated that you were likely married to a Filipina, but wasn’t sure. My wife is from Northern Luzon, but also speaks Bisaya from spending time with her uncle in Leyte.
And yes, you’re right, customer service is just plain fundamental. It makes such a huge difference. I’m reminded of the studies that Malcolm Gladwell mentioned in his book Blink. They showed that the rate of doctors being sued for malpractice correlated to the manner in which they interacted their patients more than to their medical skills.
If you treat your customers right, they will keep coming back, and they will forgive you if you mess up.
Hey there, Mike.
Thanks for the comment, and speculation! Glad I settled your suspicions today…
Gladwell’s “Blink” was easily one of the best books I read in 2008. Thoroughly loved it.
Regards from Cebu, my friend.
Chris
You need to tell me where you get your post ideas from. I’m in dire need of ideas presently. Great post.
Hi Martin
Wow. I’m no blog guru, that’s for sure – check out robbsutton.com and robswebtips.com – great guys with plenty of cool ideas to follow!
For me, I guess I simply write / record / shoot on topics that I feel my audience is interested in hearing about, simple as that really. No secret potion.
Thanks for the comment, man.
Chris
Thanks for the plug Chris!
Depends on your blog topic…
Chris is immersed in the virtual lifestyle, outsourcing world so if you ask him for a list of topics in that field…he’ll have one drawn up in 5 minutes.
Ask me for biking or blogging…and the same deal.
When you write in a field that you have experience in…the topic list is easy. It’s getting them all done that is the hardest part.
Off topic enough for the article? Sorry about the derail here…
Robb
Thanks for the additional input, bud.
And for the first comment on the blog too – one you built personally!
Second plug. Done.
Derail anytime, matey. Always a pleasure.
Best,
Chris
Great thanks a lot! I already read those blogs and they provide excellent content! Glad to see you know each other!
We certainly do, in fact Robb designed this blog.
He’s awesome. And an absolute fountain of knowledge when it comes to blogging and making money online.
Heya Chris,
I hope you had a kick-ass month in the big apple.
The story you tell is awesome – it’s mostly small businesses and small shops that excel through brilliant customer service, because they truly care.
I experienced that myself in Japan, when the soup shop owner was giving me free food just to see if I like Jpanese dishes. Sooo cool. And soo essential !!!
There you go – THAT’S what I’m talking about.
Here you are, telling the world of your Japan encounter and it will be remembered by many that read your comment.
Much appreciated feedback, buddy – and yes, the US trip was a special one. Read the report on it here, we had a blast.
Best,
Chris
Sometimes it’s just the little things that you do that make a big difference and a lasting impression to your customers.
At the bank I used to work for I implemented calling our customers that we opened accounts for on their birthday as well as send them a card signed by the staff. All of our customers appreciated this small act of kindness and they were really impressed.
Yes, iMovie is awesome! I just started playing around with it myself as I’m recording a lot of videos now. I haven’t heard about ScreenFlow, need to check into that but right now just having fun with all the transitions you can choose, adding text to the different slides and also playing music during the video!
Anna
Hi Anna
Thanks for the great comment and look into your past corporate life!
I love the birthday call idea. Excellent. I knew a friend who did the same with Wedding Anniversaries… Yes, he asked his clients their wedding date. But, it backfired one day when he called to wish an important client a happy anniversary and was told that he was going through a divorce and it was costing him millions! Not the right kind of call to make!!!
Thanks again for participating here at the site. I got your email, too – but, have been a little rushed today, I’ll get to it soon! Promise.
All the best,
Chris
Ouch! That definitely was not a good call to make. Birthdays are always the best, even though as we get older we tend to not even celebrate them anymore which is ashame because it’s always important to celebrate ourselves:)
Great video Chris!
You make some great points. The best point for me was when you said you were going to tell others about you’re great experience.
In today’s hyper social world, if you have a great experience you’re going to share it with others. Similarly if you have a bad experience you’ll do the same.
If as a business owner you can give great customer service you can be ahead of all of your other competitors. Customer service should be at the top of the list of your marketing strategies
Absolutely, Ben.
You, too, make great points in this comment. Getting ahead of your competitors in this hyper-competitive world is something that should not be taken lightly. For me, as a business owner – quite frankly – gone are the days of ‘friendly competition’. Its either you, or them thats going to get the business. CRUSH THEM! And then get the business.
Plain and simple.
Thanks for the comment, bud.
Chris