I recently got slightly upset with the customer service team from the company I signed up with for a program. The team's performance started to drop once they signed me into the program.
They used to reply to my texts so quickly before signing me in. After they signed me in, they totally ignored my text messages.
I couldn't hide my disappointment around this.
I reflect on how I run my business. I did the same thing. Initially, I did everything to please my customers and ensure they were happy with the service.
Years later, the reputation was built up; the business had regular customers and income, and customers approached the business instead of us finding them.
I noticed I was no longer treating my clients like kings or queens because everything started to become easy. I no longer had the same attitude.
A classic example of getting complacent and destroying an outstanding business is the rise and fall of Nokia.
For a long time, Nokia was in its prime time in the mobile market. In the early 2000s, Nokia was the world's largest mobile phone manufacturer, with a market share of over 40%
Nokia's market share declined in the late 2000s despite its early success. By 2013, Nokia's market share had fallen to just 3%
Nokia failed to adapt to the smartphone market and became complacent in its position.
We may think no one can take our position away once we have gained it.
In fact, plenty of people are trying harder than we are and are ready to be the next market innovators.
#ccwithin #chichiwang #australia #leadership #customerservice #business