I recommend anyone interested in improving customer service read the following article from Inc Magazine’s June 2007 issue:
The article tells the story of how Commonwealth Worldwide Chauffeured Company grew from 40 to 4,000 without sacrificing customer quality.
An inspiring story of how a company does well by putting customers first, and it is chock full of lessons every business can learn.
One of the surprising things Commonwealth does is this: in order to insure 100% impeccable service, they build infrastructure anticipating revenue. So, for example, when they have 100 clients, they make sure they have enough staff to handle 125. Yes, it’s the direct opposite of the way most businesses operate and it is more expensive, but it obviously pays off.
I’d love to read your comments after you’ve had a chance to read the article.
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