Tim Whelan of Customer Development Center recently had a client who just couldn't understand the concept of customer service - saying that, "Product is what brings in the money..."
Yes, your physical product or service is the thing that is being sold and makes the money for your business. However, having a great product doesn't necessarily mean that customers will keep coming back for more. You can have a fabulous product, but if the service you receive from the business isn't all that great, pretty soon you'll be looking elsewhere for that same type of product.
For example, let's say you buy a Toyota because everyone and your grandma swears by it (as is the case in my family!). The car runs great, lasts decades, and gets good gas mileage. However, every time you have the car serviced or call their customer service number, you get less than satisfactory treatment by the dealership or the company. Will you continue to buy Toyota? I wouldn't.
I'm glad that Tim brought up this subject because I always seem to assume that people know that customer service is important - like it's common sense. Shouldn't it be though?
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