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A tale of ProFantastic customer service

Outstanding-Customer-ServiceBy Leo Valiquette

Your quality as a vendor is often demonstrated best by how you deal with prospects who have decided your product or service is not for them.

As Francis wrote in his last post on customer service, we have a particular preoccupation with this subject because of its timeless relevance to any technology company:

“Customer service is based on what I have come to call my first law of competitive differentiation, the proposition that, in an age when almost any technological or cost advantage will rapidly and inevitably be eroded, the only sustainable competitive differentiation for most companies is to treat their customers like the centre of the universe, which they are.”

My most recent experience should be of particular relevance to software vendors, especially software vendors that are targeting niche markets and are trying to keep a lot of balls in the air with a small team.

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