Comments on: Service is an opportunity, not a cost centre

By: Like You’re a Member of the Family… « Oatmeal Stout – Justin Thorp’s blog

Mon, 02 Nov 2009 02:02:22 +0000

[...] of your family is an important part of being successful. As my friend Mike McDerment put it, customer service is an opportunity not just a cost center. When you approach your customers in this way, that’s when you create the experience that [...]

By: Client Retention is the Key ROI of Great Customer Service |

Client Retention is the Key ROI of Great Customer Service | — Mon, 27 Jul 2009 06:21:20 +0000

[...] Mike McDerment throws his hat in the ring as the well-known CEO of Freshbooks, stating simply, “Service is an opportunity, not a cost centre.“ [...]

By: Roxanne Swift

Roxanne Swift — Wed, 24 Jun 2009 02:03:17 +0000

Kudos to you. I absolutely dread calling customer service for any large company. I agree that large companies need to provide much better service or perish at the will of social networks!.

By: Josh Richards

Josh Richards — Wed, 10 Jun 2009 15:59:16 +0000

If you look close enough at the financial statements it does show up there. It’s just not always obvious.

Good companies realize that marketing is best when the entire organization realizes that everything that anyone does is marketing. Customer service is certainly no exception.

It is measurable. It just takes a tad more effort. A bit more than some are willing to do it seems.

I was just discussing with a local retail business owner how one upside of the present economic climate will be savvier and more motivated business owners. The end result being some pretty well ran businesses coming together with good marketing systems useful in any economic climate. (Of course, not everyone will make the leap).

You might enjoy these posts which hit on this from that angle:

http://blog.joshrichards.org/2009/06/are-you-making-this-grave-mistake-in.html
http://blog.joshrichards.org/2009/03/nine-things-every-business-owner-should.html
http://blog.joshrichards.org/2009/03/how-to-offend-business-owners-for-their.html

By: C Johnson

C Johnson — Sun, 07 Jun 2009 19:06:43 +0000

I hope the pendulum swings back towards customer service as you anticipate in your post – it is long overdue, in my opinion.

However, as a consumer, I have severed my relationship in recent months with two companies – one my telephone service provider and the other a boutique shoe manufacturer – due to their abysmally poor customer service. In both cases, had they provided good customer service in response to the original problems – an online billing glitch and an extended manufacturing delay – I would still be a customer.

By: Justin Thorp

Justin Thorp — Wed, 03 Jun 2009 14:03:13 +0000

Great article man. “Execute on Extraordinary Experiences Everyday” definitely has become a mission statement for all the work that I do.

By: Mike McDerment

Mike McDerment — Wed, 03 Jun 2009 14:02:32 +0000

@susan: thanks. I’m speaking at the AMA event – please let sure to say hello – I’ll have my eyes peeled.

By: Susan Abbott

Susan Abbott — Wed, 03 Jun 2009 13:59:26 +0000

Very true. Financial engineering became the way to the top, instead of creating value for customers.
Personally, I think the introduction of excessive efficiency metrics in call centres was a milestone on this journey.

Last time I checked out your company was more than a year ago. Good to see that you have stayed with your mission, added a lot of valuable services, and still have the enthusiasm and energy of the original vision.

I hope to see you at the upcoming AMA Toronto event.

By: Mike McDerment

Mike McDerment — Tue, 02 Jun 2009 01:21:14 +0000

@mark: thanks and +1

By: Client Retention is the Key ROI of Great Customer Service

Client Retention is the Key ROI of Great Customer Service — Tue, 02 Jun 2009 00:51:53 +0000

[...] Mike McDerment throws his hat in the ring as the well-known CEO of Freshbooks, stating simply, “Service is an opportunity, not a cost centre.“ [...]