I was on a trip this past week and had a horrible experience with customer service with a hotel that prompted me to write today about how customer service is marketing.  So many businesses forget this – if a customer has a bad experience, how many people do you think they will tell?  In today’s world, with all of the online reviews, etc. they will tell plenty!  None of us can afford that kind of marketing.

Think about all of your interactions with your customers.  What must it be like to be on the receiving end of your customer service?  What is needed to make it one that they will tell all of their friends about how good the experience was?  How can you make them raving fans?

Today, observe all of your client interactions.  What do you think your customers are thinking?