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Saturday, February 14, 2009

The Company You Keep

You've likely heard the old expression "You are judged by the company you keep." I recently heard a new one that takes that line of thinking a whole lot further. It went something like this:

"You become the average of the people you
associate with most often."

You have to admit, it's an interesting concept, even if you think it only partially true. But what's all this got to do with sales and service quality? Well, it may actually go a long way to explaining how we as individuals, could raise the bar on the customer experience significantly, perhaps even on a country, or world-wide basis.

What if we all decided to only associate (do business) with those who provide a great customer experience?

My bet is that over time, a number of things would happen:

1) by association, our own service delivery would improve (not a bad outcome in its own right)
2) by rewarding those who provide the type of customer experience we all want, we would encourage more of the same
3) by not rewarding those that don't provide great service, we would be helping them see the error of their ways (they would either get the hint, or go out of business)

I appreciate this approach may initially cause us all a little inconvenience, especially as great customer experiences are hard to find, but if enough of us did it, wouldn't the gains be more than worth the effort?

So next time you are out doing a little shopping and you run across poor service, do yourself, your country, and maybe even the world a favor.

Just walk away!

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