Éric’s 5 Rules of Customer Service

I had a particularly bad experience this past week with a company that obviously didn’t care about their customers.

I’ve worked in customer service in one way or another since I was sixteen and nothing pisses me off more than bad customer service. My current jobs are all about customer service. A repeat customer is essential to building a small business or even, as an author, a readership.


5. Don’t complain about customers to other customers

If you can’t be trusted to not badmouth your customers, than there’s no reason for your customers to trust you. It has nothing to do with the person your badmouthing and everything to do with the trust you will lose from the customer you’re complaining to.

4. It’s okay to make mistakes / Never blame the customer

If you made a mistake, people will understand that you’re not a machine. Just apologize and if warranted make amends. Make sure you don’t make the same mistake twice and above all else, NEVER blame the customer.

3. Treat everyone equally

This shouldn’t be an issue anymore but for some reason racism, sexism, ageism, and classism all seem to still influence our perspective on clients. Don’t judge someone based on what they look like, it’s stupid. Keep an open mind and treat all clients like they are important.

2. A customer wants to feel important

When I walk into a store or go online etc. I want to feel like someone cares if I buy something. That could be a small thing like someone asking if I need help. When you’re dealing with a customer make them feel like they’re important and they’ll want to buy something.

1. Fulfill your promise

When you work in customer service you are making a promise to do what you say you do. If you work retail, you should know what you’re selling. If you are offering a service, you complete that service.

This is more than just the product and the pitch, you have to do all the fiddly bits right too. If you make an appointment, be there on time. If you say you’ll do something, do it.

You could have the greatest product in the world, but if you act incompetently it will reflect poorly on you and your product.

If you liked this list, you should read Éric’s 5 Rules for Being Professional

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1 thought on “Éric’s 5 Rules of Customer Service”

  1. I agree with everything in this post. Your experience has definitely taught you the in’s and out’s of customer service over the years.

    My question to you is, as a business owner, if your customer service department were to fail you in several of the area’s mentioned, which they must from time to time since you were inspired to write this entry based on your own unpleasant experience, what steps would you recommend that a business owner take to make amends with that customer? Is there any way to recover?

    I, myself, run a business and as it grows, I find that I have to let go of some of the personal control within the office and start delegating parts of my carefully organized system to others. To this point, I have a near perfect track record and a good relationship with my regular customers, so expanding and letting anyone else represent my name and reputation completely terrifies me.

    I think your customer service article is spot on and having the experience that you do in the world of customer service, I would love your opinion.


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