Those Darned Customers!

Interesting piece in today’s NY Times on the subject of customer service: The Dusenberry Diary. It’s interesting to me because I think customer service is one place where the entrepreneurial company should always beat the big guy. I know in my companies, customer service was always job one for all of us, but especially for me. I would call the irate customer; I would talk to our existing customers and ask them “how are we doing?” Often times, just as was mentioned in the NY Times article, when you talk to the customer you’re going to hear things that you don’t want to hear. But if you don’t talk to your customers, after a while you won’t have to worry about ‘em because you’re going to be out of business.