THE CUSTOMER SERVICE WEEK OPPORTUNITY

Every year, as we celebrate Customer Service Week, I am reminded that, all things being equal, our relationship with our customers is the quickest, most powerful, and most cost-efficient way to 10x our business.

I remember going with my mother to the open markets in Nigeria when I was young. You could literally have a whole lineup of people selling tomatoes, yet there was always that one seller - a lady whose face I can still see in my mind - who had a crowd, while others anxiously called for people to come to them. In hindsight, I realized that everyone flocking to that particular lady seemed to have a special relationship with her—and the seller with them. The seller even knew my name and would often give me a sweet or two!

Right there, we see the fundamentals of customer service. People buy people, and when people buy you, they will buy what you are selling.

As we begin this week, let me throw out a challenge: Are you sellable? Why should anyone buy you? This must never be left to chance. It must be a very intentional and known fact in your business.

If you don't know why people should buy you, then you're merely experimenting, and this is exactly what takes promising businesses and turns them into endangered species.