Home » Culture Change Management » SERVICE IS UNDER ASSAULT
Jul 09 2020



Stand out with great service during COVID

THE COVID-19 pandemic is wreaking havoc on customer service. And those that can keep their customers happy will be more noticeable than those that don’t.

Recently I had these 4 experiences: Delta announced a 9 hour wait time to talk to an agent.  Shirts I ordered back in February arrived three months late and were missing 4 of the ten I ordered.  No one returned calls from local electrician and yard maintenance companies, and dry cleaners no longer offer same day service.

I don’t fault any of these companies.  They, like other companies are just trying to stay afloat. They’ve had to reduce their hours of operation, lay off employees and do a lot more with a lot less.  Yet, there are some things we can all do that don’t cost more money, and that produce a good customer experience:

  • Follow through with all commitments, and if you can’t, let your customers know ahead of time so there are no surprises,
  • Double check the quality of your products and services; with reduced staff numbers, there are often fewer people doing quality control,
  • Find new ways to delight your customers to make up for slow delivery. Try sending thank you cards, offering discounts or free shipping,
  • Be transparent and let your customers know how you are doing.  A warm and honest letter to your customers can win their support and patience.

Come up with a similar list for how you can improve the service you provide within your company and to your vendors.  You can’t give good service to your customers if you don’t have a culture of service within your organization.


“The Service you do for others is the rent you pay for your room here on Earth.”

— Muhammad Ali


Supporting customer service through the coronavirus crisis