Customer Service Quotes

“Social media requires that business leaders start thinking like small-town shop owners. This means taking the long view and avoiding short-term benchmarks to gauge progress. It means allowing the personality, heart and soul of the people who run all levels of the business to show.”

“The reason I was able to grow my business was that every day, after producing 30 minutes of wine television, I spent 15 hours a day replying to every single person's e-mail and every single person's Twitter @ reply.”

“I pride myself in listening. When you have people paying attention to you, your biggest job is to listen what they want. Deliver what your community wants.”

“I always say that the real success of Wine Library wasn't due to the videos I posted, but to the hours I spent talking to people online afterward, making connections and building relationships.”

“The best marketing strategy ever: CARE”

“The reason we love our parents is because they loved us first. Every single company should take this advice.”

“Unless you are building a new company from the ground up and can install caring as your businesses' cornerstone, you have to be willing to embark on a completely cultural overhaul so that, like a local mom and pop shop, every employee is comfortable engaging in customer service, and does it authentically.”

“If there's a problem, we at Wine Library never tell ourselves that once we handle this issue, we'll never have to deal with the person again. We talk to every single person as though we're going to wind up sitting next to that person at his or her mother's house that night for dinner.”

“I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.”

“Be reactionary. React to what the market wants. And the market wants one-on-one real time engagement. Now that we have the tools to engage, I'm going to continue fighting for the end user.”

“I called a company and asked to speak to Bob. The person who answered said, "Bob is on vacation. Would you like to hold?”

“Software: These programs give instruction to the CPU, which processes billions of tiny facts called bytes, and within a fraction of a second it sends you an error message that requires you to call the customer-support hot line and be placed on hold for approximately the life-span of a caribou.”

“Only a few businesses will succeed by having the lowest price, so most will need a strategy that includes customer services.”

“Not being in tune with your customers is like living in an alternate reality; the way you think your customers feel about your product is not always the same as what your customers really think about your product.”