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The Accidental Startup by Danielle Babb

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Chapter 11. Service Demands

If your business is a service-oriented one (and whose isn’t?), you need to be prepared for very demanding customers. Even if your business is product based, the service you provide is getting your product to your customer in the time you promise and in great condition. In essence, no matter what business you set up, you need to be prepared for the worst case service scenario.

Studies have shown that companies skimping on customer service—like airlines, for instance—are getting bad reviews that spread like wildfire. Returning customers are going back to them only because they have no other choice. When alternatives come along that offer service-oriented products (like Virgin America, keeping with the airline example), ...

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