Seth Godin Makes A Great Point About Customer Service And Language

I was just reading Seth Godin's blog when I came across his post about can't vs. won't. He makes that point that when you tell a customer, especially a repeat customer that you can't do something, you are really saying that you won't.

He makes a very good point.

When you choose to tell a customer you can't do something, do you really mean that you won't?

And by saying you won't, do you really mean that you don't want any more business from them?

Of course there is a time to tell a customer no and to not give in to their demands . . . and that is also the time that you are willing to tell the customer never come back, we don't want your business anymore.

Again, there is a time for that, but the next time you say "can't" I want you to ask yourself before you say it if you are willing to end a relationship with this particular customer. Is what you "won't" do, worth the consequence.

Customer service in the United States is dying because of company apathy. I'd like to hear what you think we can do about it.

Comments

[Glenn]

So, spending hundreds of thousands of dollars on CRM solutions won't solve our descent into customer service apathy? (Just kidding.)

Whether you're the owner of the company or the newest employee, you can practice great customer service. One person can make a difference. Of course one person who's a CEO can REALLY make a difference:-)

It's the relationship, y'all!It invariably starts with a smile.

[Bob Who]

Customer Service dying in America.... Na, it's just moving to 3rd. world countries ...
he he he