Page 14 - customer service consistency matters

Creating consistency in your customer

experience

The mistake I made was thinking that, as long as the customers

arrived and we gave them great service in person, then that's all

that mattered. But that's not the case. You have to be consistent

with all touchpoints—not just the ones during the sale.

I ended up hiring a customer representative to handle all queries

that came in during the day. We also set up a process that would