Putting the Customer First: Don't mistake efficiency for customer service

摘要

I was in the Finger Lakes of New York presenting at a conference on wine clubs for Vineyard and Winery Management some months ago. The conference was made up of two individual sessions that I presented and three panels, one of which was a technology panel for wine club software, with representatives from three different companies. As usual, I spent a certain amount of time harping on the importance of good customer service and how crucial it is to meet customers' wants and needs. I included the ideaof allowing wine club members to request and be sent different wines than those scheduled to be sent in the wine club shipments. If they only like reds or don't care for norton, substitute another wine they do like.