I was trying to come up with ways as to how best explain the different thoughts swirling in my head as to what service, relating to business, really means.
After several scratched attempts, It smacked me the face how I missed the story which best encapsulates the concepts I wanted to espouse.
"Ye call me Master and Lord: and ye say well; for so I am. If I then, your Lord and Master, have washed your feet; ye also ought to wash one another's feet. For I have given you an example, that ye should do as I have done to you. Verily, verily, I say unto you, The servant is not greater that his lord; neither he that is sent greater than he that sent him. If ye know these things, happy are ye if ye do them."
- John 13:13-17
In this scenario, Christ explains and demonstrates the concept of service and we can easily make bullet points from these verses.
Throw away selfish pride.
It hinders communication between team members, between you and your clients, and prevents you from seeing the bigger picture. Since our business is firmly in the realm of online retail, Rose and I have joined various FB groups where sellers discuss various issues surrounding the e-commerce sphere. One of the common themes regulary played out is the conflict between a customer with a complaint, versus a seller trying to put out the fire.
There are several ways to handle this situation as a seller, and it amazes me how often sellers bungle up these cases. Instead of going to the root of the problem, addressing the issue and solving the client's perceived problem. Plenty of online retailers seem to enjoy masochism as they bury themselves deeper and deeper arguing, instead of working together with the client, denying all responsibility instead of owning up and taking a hit, then end up complaining to everyone else: "Why are there clients like this? Haaist." while completely forgetting that at least 50% of that interaction was theirs to control.
It's true that there can be customers that are very unreasonable, or that don't make sense at all, but at the very minimum please be civil. Don't burn down bridges in a field where word of mouth is supreme and a bad interaction spreads a lot faster than feedback about good ones. A lot of people are willing to invest in ads. I hope that our culture shifts to one that invests in our customers. A small hit to our margin is negligible compared to the impact our name will have when we build it up by consistently letting clients experience true blue service in our products and interaction.