Don’t be blinded by delight when it comes to your customer service

Problems are always going to occur in any business, it doesn’t matter how hard you try and avoid them.

The real key to your business success is what you and your team DO when they occur.

What do you do?

We all like the ‘wow’ stories about good customer service, for example:

  • A Lexus dealer changing the ashtray in a BMW and replacing it with the non-smoker pack without being asked, because BMW had failed to sort it out
  • Fed-Ex hiring a private jet to deliver a wedding dress on time, at no additional cost to the customer
  • How the Ritz-Carlton before returning a lost toy to his owner, created a photo album of ‘Joshie the Giraffe’ on his extended holiday, by the pool, playing golf and on the beach

These are great stories, but research shows that ‘delight’ is not enough to build loyalty after a customer has been disappointed by your product or service already.

Instead of trying to drive positive loyalty by delighting customers, you need to try and mitigate disloyalty by reducing the effort the customer has to make to get their problem resolved.

When a customer of yours has an issue, how do you respond?

Do you try to delight, or do you make the path to solving the issue as effortless as possible for your customer?

Your business will be more successful if you are not side-tracked by ‘delight’.

Crucially you need to make your customers experience of resolving their problem easy, like riding a bike downhill, no effort needed, no energy expended.

Click here to learn that when you ditch delight for effortless you are truly on the right path to customer loyalty and business success too.

Click Here to Leave a Comment Below

Leave a Reply:

'Much more than a firm of Accountants'

"I can say with confidence that Landmark Chartered Accountants deliver far more than any Accountancy Firm I have known. They are the advisers we need them to be, questioning on our goals and strategies to ensure we create business growth through efficiencies we wouldn't have known about. Thank you Landmark for being much much more than a firm of Accountants"

Charlie Ryan, CMR Recruitment Limited

Switch to us and never look back

Whether it’s business advice delivered at the right moment or a detailed phone call about tax, we’re always just one click away from giving you the support you need.

Give us a call

We’re always happy to discuss ways to improve your business.

Fill us in

We’ll get all the necessary information to get started.


Rest assured that we’ll have everything taken care of.

Contact us

01923 587 487

Leavesden Park
5 Hercules Way
WD25 7GS
United Kingdom

Legal information

Landmark Accountants Limited is registered in England & Wales. Company Registration Number: 09849249
VAT No: 233 1304 59

Follow us