Fuel for Thought

Setting Your Standard for Customer Service

December 27, 2016

by Joe Thompson - Also by this author

Photo courtesy of ROUSH CleanTech.
Photo courtesy of ROUSH CleanTech.

Is your company a manufacturing company, a service company, or a technology company?

No matter how you define your business, at the end of the day, we are all customer companies. That's our common thread. 

Customer experience is everything in your business.

We recently sent a team to the annual Dreamforce gathering in San Francisco (sponsored by Salesforce). The team members came back with a nice roll-up of everything they experienced, but one comment left an impression with me: "The bar for successful customer service is set outside of your industry."

In other words, most of our chin bars are held to an expectation level set by Amazon, regardless of our industry. 

At ROUSH CleanTech, we work to remind ourselves that it's not enough to be better than the next best alternative fuel system provider. Our definition of success transcends industry to appeal to more universal expectations. 

As a result, everyone in your company should be fluent in current and future initiatives to improve customer experience. After all, studies have shown that is costs 10 times more to create a new customer than to serve and keep an existing one. One way ROUSH CleanTech is striving to serve clients is by adding personnel to our service teams as we sell more propane autogas-fueled vehicles. 

So here’s your fuel for thought: How does your customer service measure up against other companies’ efforts, whether they are in your industry or outside of it?

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Author Bio

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Joe Thompson

President, ROUSH CleanTech

Joe Thompson has served as president of ROUSH CleanTech since the company’s inception in 2010. Under Thompson’s leadership, the company has won numerous quality control and environmental awards.

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