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The Customer Service Paradox

In my editorial in the July/August 2008 issue, I wrote about attending a session called Customer Service & Sales: The "Closer" at the 2007 edition of STORES, the Retail Council of Canada's annual conference. The seminar was given by Kevin Graff, president of The Graff Retail Group. In my editorial, I forgot to include a telling anecdote from the seminar. At the beginning of his presentation, Graff asked the audience of retailers how many of them delivered great customer service? Hands shot up all over the room. Then he asked how many of them experienced good customer service in other stores? Only a few people raised their hands. The exercise got a good laugh from the audience. But the lesson is important: Is your customer service as great as you think it is?

Posted by Lori Smith on November 16, 2007 5:32 PM |

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