Yes…and no. Depends which decision you’re considering. It’s a tiebreaker for retention, but a lazy, unbelievable acquisition strategy. (And I mean “no one really believes you”, not remarkable!).
Businesses want to find new customers and keep & grow current ones. Churches want to reach new people and grow the people they already have responsibility to steward. The problem with great customer service is it’s rarely offered but almost always promised, so consumers don’t believe it anymore. It’s no longer a new customer acquisition tiebreaker in your prospect’s decision-making process because they don’t believe you. Everyone offers great service. Stop wasting those 4 seconds in your TV & radio spots saying it.
Great service, however, IS a tiebreaker in customer retention. Under-commit & over-deliver, and we’ll stay all day long. Quit advertising that you offer great service. By claiming it, ironically, you’re putting yourself in the same bucket with all your competitors, the very competitors you’re trying to tell us you’re different than, and it’s a sign your advertising team hasn’t dug deep enough to find your true core value proposition that customers would really care about. Then once they’re your customers, serve the heck out of them, and turn them into raving fans.
