I just returned to my office after visiting the local FedEx Kinko’s for assistance with a couple marketing projects. As I walked out of the store, I thought about how pleasant my experience was and how receiving good vs. bad customer service can really affect you as a consumer. The sales associate I worked with was extremely helpful, had a smile on her face, and even tried to sell me a much larger version of a banner we were working on. I didn’t bite (yet), and although up-selling can sometimes be a bit off-putting, I was appreciative of her efforts, assistance and positive demeanor.

It still continues to amaze me how many organizations do not provide good, or even mediocre, customer service and stay in business. It also amazes me when I receive compliments for doing what I think is natural: returning phone calls and emails in a timely manner and having a positive and helpful attitude when assisting customers and clients. We receive positive feedback at Palo Alto Software on a regular basis, and we truly pride ourselves on the exceptional customer service we provide.

As a small business, I don’t think you can afford to not provide outstanding customer service. A smile and a positive attitude takes no more (and likely less) effort than a flat face and a sour attitude, and I would venture a guess that you will be more successful in the long run. So take your customer service to the next level and get people talking about you and coming back for more.

Kristen Langham
Marketing Manager
Palo Alto Software

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