Paul Simon Articles by: Paul Simon

Caring for Current Customers: Rocket Science or Common Sense?

Caring for Current Customers: Rocket Science or Common Sense?
By May 20, 2013 Small Business

If customer service isn’t rocket science – and it really isn’t – why do so many companies get it wrong?

Common sense goes a long way.

We all know it costs more to attract a new customer than to retain one. We’ve heard ad infinitum how social media has made it so much easier for a disgruntled customer to spread the (ill) word. And we recognize as well that the message about social media’s reach doesn’t sink in.

Too often, common sense is missing in action, because of the rule book, fear of a precedent, or just plain, well, ignorance. In retail in particular, empowering front-line employees to use their brains is all that is often all that is needed to resolve sticky situations. Read more ›