Legendary Service: The Key is to Care

Introduction

When we were creating the Legendary Service® customer service training program for The Ken Blanchard Companies®, we asked people in organizations two questions:

1. Why is customer service important?

2. What do you want your customers to know?

And we always got the same answers:

1. If customers are happy, they’ll come back, and we’ll be successful.

2. We want our customers to know we care about them so that they’ll keep coming back.

As a customer, why do you return again and again to a favorite store or business? It’s not just about product quality. Research shows customers return because of the way the people make them feel.

Sounds simple enough—let your customers know you care.

So, if demonstrating care for customers is so important ...