The Dark Side of Customer Service

The practice of overcharging our best customers has begun to haunt us…no, hurt us! While not the only reason for the growth of cremation, many now believe that forcing our burial customers to bear the burden and subsidize our cremation customers has definitely accelerated the trend. This entertaining article makes the point well.

Screen Shot 2013-07-20 at 8.11.27 AMHave you ever done business with a company that initially offered great customer service, but it quickly faded? Or have you done business with a company for years and discover you are paying a higher price than what is offered to new customers? If so, you’re not alone.

Companies invest a great deal of time, money and resources to find and get new customers. When they aren’t completely transparent with customers, or lose sight of delivering great customer experience after a sale, they risk losing customers to their competitors. And this misses the entire point of acquiring new customers in the first place. The investment of acquiring new customers begins to pay off when a customer is loyal and continues to do business with a company. But too often, businesses, even entire industries, lose sight of this goal or worse, take advantage of customers.

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