News & Opinions
The latest news and insights from Hanley Wood’s outspoken experts and key thought-leaders throughout the residential and commercial design and construction industry.
What’s New About Serving Customers (and What’s Not)
Micah Solomon / Harvard Business Review / December 10, 2012
Marshall Plympton* is the owner of an ”eclectic American” restaurant with forty-seven reviews on Yelp, and the majority are pretty positive. Marshall, however, responds to even the smallest online slight or constructive criticism with outrage. For example:
If any other jerks like ”Jjhamie319” are thinking of coming to my restaurant, listen up: DON’T. I have enough work serving the rest of you people without this kind of grief.
Marshall doesn’t need this article. He needs a new line of work, far away from customers. But smart business owners and their service reps realize the landscape in which customers operate has shifted — and that profoundly redefines what good (and bad) customer service means.
Here are some ways in which customers have changed that will profoundly impact how you deal with them.