I was kicking around the internet this morning doing research on customer support, client services and account management and specifically what companies are doing to stand out. In the end, what I reaffirmed for myself is that the stand out characteristics and attitudes of successful companies aren’t simply pinned down to client relations, but to companies’ overall operations from the bottom up.
Empowering staff to lead is what we’re all about. Fall on your face once or twice, bloody your nose a bit, do what you need to do to learn, improve and provide a better experience for all users and customers moving forward. It’s always about looking ahead, not looking back.
I stumbled across several quotes on customer service from a myriad of sources that I aggregated and I wanted to share them for our users, prospects, customers, partners and friends to read and be reminded of how business really should work. At the end of the day, aren’t we all in this together? We want to make the Internet a better place for sure, but how about also making the business world a better place at the same time? Why not dream big?
“The goal as a company is to have customer service that is not just the best, but legendary.”
Sam Walton – Founder of Walmart
“You have to perform at a consistently higher level than others. That’s the mark of a true professional.”
Joe Paterno – head football coach of Penn State
“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney – Co-Founder of The Walt Disney Company
“Our life is frittered away by detail. Simplify, simplify!”
Henry David Thoreau – American Philosopher
“If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6000 friends.”
Jeff Bezos – Founder & CEO of Amazon
At the start of 2010, our customer support team will become a function of marketing. The goal of this realignment is to unify all client-facing Dyn employees under one company-wide message, position and proactive voice.
I’m a firm believer in being 100% real and being confident, understanding very clearly what you know and what you don’t, operating openly, transparently and honestly while being a user and customer advocate first. We listen closely to our users and customers and run full speed ahead towards improving everything that we do…every single day. We are far from perfect, but no one is going to try harder to dominate any given space than we are in the managed DNS industry.
Our objective at Dyn is to practice what we preach and deliver what we promise. But with all of this written and preached to our users, prospects, customers and partners, one remaining quote rings louder than the rest, so we push on.
“Well done is better than well said.”
Benjamin Franklin – American Inventor