It doesn’t matter what you say in your brochures and websites, or how clever your TV and Radio ads are.

You can slash prices and give away free beer and biscuits until the cows come home.

But ultimately, it is the level of service you provide to your customers that will determine if your business lives or dies.

Surely every business on every block knows this much.

Or…maybe not.

I was recently in San Francisco celebrating a milestone occasion, and thought it might be fun to rent a bicycle on my last day – and glide across the Golden Gate Bridge.

For those of you who are unfamiliar with San Francisco (or the Golden Gate), let me tell you what an exhilarating experience I’m talking about:

1.7 level miles on the Golden Gate. Crisp air with breath-taking views. And at the end – a steep, downhill tour into the picturesque waterfront community of Sausalito.

Golden Gate Bridge - San Francisco

Golden Gate Bridge - San Francisco

It could’ve been fun. It should’ve been fun.

But mostly it wasn’t.

When my husband and I arrived at the Bridge, the gear assembly of my bike promptly snapped off  (taking the bike chain with it) – as soon as my feet struck the pedals.

We walked our bikes across the Golden Gate, and when we got to the other side, yes – I was grinning on the long coast down into Sausalito.

But with no way to pedal it, I was soon walking the bike again…

And so what could’ve, should’ve, would’ve been a pleasurable biking experience in the San Francisco Bay area – was certainly far less than that.

But okay, bicycles break.

One would think that upon a call to the Bike Rental Shop, and hearing about the broken bike, their “Customer Is Always Right” mode would have been shifted into high gear immediately. (Sorry).

One would think that we would receive at least an apology and perhaps be offered some sort of discount or voucher for a return visit – for another set of bikes, on another day. (Nope.)

One would think that a credit might be offered to us for the time we spent walking their crappy bike, instead of being charged for the rental of it.

One would think.

“Being good and doing the right thing – means you at least have a chance to do well”.

But this is a company that hasn’t studied Customer Service in awhile.

This is a company with a management team arrogant enough to believe that Customer Service doesn’t really matter.

And does it?

I believe it does.

I believe that Customer Service is the Lifeblood of every business. Yours, mine, theirs.

Great customer service is about sending people away pleased.

I know that if you are pleased enough with my work and the level of customer service you receive from me, you just may send some positive words about me to someone else you know.

This person (or people) may feel confident enough to try my services for themselves, based on the feedback you give to them.

And these people, in turn, may become my customers too – and possibly even repeat customers.

And so it goes, on and on.

Positive word-of-mouth.

It’s what can happen when you treat people well.

Do you treat your customers well?

Do you care about what your customers are saying about you and your Business?

Yes? No? Maybe tomorrow?

Let me put it to you this way: what do you think will be my response when someone asks:

“Hey, do you know of a good place to rent bicycles in San Francisco”?

Customer Service matters.

Today more than ever.

Show customers you care about them, and they may care enough about you to refer you to others.

Show customers you don’t care about them, and watch what happens.

(Planning a bike tour in San Francisco?) Email Me.

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