You may not know it, or want to accept it, but you’re an SOB. At least, that’s how your customers see you.

I’m talking about a Service Oriented Business.

It doesn’t matter if your primary source of revenue is generated via a physical or digital product, you are still a service oriented business.

Embrace it.

Companies That Get It

• Zappos sells me shoes, and I return to buy more because of their service.
• SBS (a client) sells metal buildings, and much of their success is because of their commitment to service.

And Companies That Don’t

• Comcast provides me with internet access and cable TV. The product is good (not great), but my experience with their service has been horrible.
• Bank of America used to sell me some pretty good financial services, but their customer service was deplorable.

Remember, customer experience boils down to three things:

1. Expectations
2. Performance
3. Perception

I think I can state that another way by saying:

1. Be authentic with your communications when you sell.
2. Outperform your competitors with what you sell.
3. Create positive reinforcement and perception in how you service what you sell.

Become the biggest and best SOB you can. Trust me, your customers will thank you for it.