Why are services becoming more important than products?
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Answer:
We all remember that time we called into customer support and were put on hold for hours or aided by a less-than-qualified representative and left to fend for ourselves. The experience was frustrating, delayed and downright displeasing. At that very moment we’d ask ourselves, do I really need to stay with this company if this is how they treat paying customers? With so many options out there, do I need to continue to invest my emotional energy into a service that I can’t rely on or have the pleasure of using? With companies constantly being under pressure to improve their bottom lines and satisfy shareholders, it’s understandable that the first place they look to cut is the cost of an ancillary service, but in doing so, overlook an aspect of the business that’s as important as the product or service they sell. I offer you five reasons why customer service should always remain a top priority.
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Explanation:
Steve Foran , said about the Services Is become important than Products.
After thirteen years of experience in the Leisure and Tourism industry, I still dread the words "Poor Service" when they come from a guest's mouth. Consumer's expectations of service are higher than ever, and anybody who delivers any form of Customer Service for a living knows how important it is to get it right. I want to go one step further and suggest that delivery of the product that any business offers is more important than the product itself.
Let me start by saying I'm not underestimating the importance of a great product! Competition in many industries becomes fiercer and more diverse by the minute, and offering a fresh, relevant and engaging product is vital. What do we have to offer when we can't deliver the product we'd like to be delivering though? In the Theme Park business, our offering can be adversely affected by any number of things beyond our control, but our high level of Customer Service can and should remain the one constant in everything we deliver. This should be the ethos of any business.
I decided to stop into a restaurant on the way home from work this evening. This restaurant is one in a well known chain of restaurants who market themselves as rustic food at a reasonable price. Being a mild weathered Saturday evening the place was understandably chocked full of hungry customers. A twenty minute wait for a table felt reasonable if not fortunate, given how busy they were. The quality of the food wasn't great, but I wasn't expecting Michelin Star menus for the price they were charging. They were never going to secure my custom with the quality of their product, I never expected them to. They have lost that custom with the poor way their product was delivered though. From start to finish we weren't greeted, barely acknowledged and rushed through our meal. They made the mistake of making us feel like they didn't want us there... Like outsiders.
On the journey home, I wandered how many times I'd allowed a busy day, or poor ride availability or the stress of staff shortages to negatively impact my customer service or that of my team. Does every guest that I meet know that I not only value their custom but rely on it? Have I ever put the product I was offering above the quality of it's delivery? I'd like to think the answer to the latter is never... I fear that the answer is sometimes.
When I attend guest complaints, I know that poor availability can be recovered easily. Poor service on the other-hand is unforgivable and completely avoidable. The fact is that whatever we're offering, something new will eventually come along. There will always be newer Theme Parks, flashier Restaurants and better smartphones. Customer loyalty isn't gained by the quality of the product but by the quality of it's delivery.