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It has been said that the best customer service is no customer service, the theory being that eliminating the need for service is the best way to satisfy customers. As a business owner my goal was to be was pleasant, precise, and prompt in all dealings with my customers. We aimed to do exactly what we said we would do – no more and no less. Based on their letters and referrals, customers appreciated this approach.
However, sometimes mistakes happen.
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For over a decade one of the best parts of my job has been reading hundreds of letters from customers about their satisfaction with the service we've provided. Often the letters arrived during hectic times, and they gave us renewed energy to keep fighting the good fight. I'm about to sell my interest in the company to my longtime business partner, and with that I will be giving up the pleasure of creating the content, providing the service, and receiving the letters. To (selfishly) commemorate my transition, here are excerpts from some of the letters I received in 2012 and 2013.
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Ken Whitney
Ken Whitney is a mission-driven problem solver who helps organizations focus on long-term strategies for success.
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