Customer Service Rationale | TravelResearchOnline


Customer Service Rationale

It still amazes me how so many companies still do not pay more attention to making their customers feel more comfortable. I won’t bore you with my true stories, but I do want to remind you of the following four facts:

  1. People have tasted excellence. They know what “really good” looks like, feels like, and tastes like. And they like it. They want more of it, and they believe that they deserve nothing less.
  2. People have options. There is not a single product or service on the market today that isn’t available from hundreds of different sources.
  3. People vote with their feet. Consumers do not have the energy or the interest in straightening you out. There is too much on their plate already.
  4. People don’t care about your problems. They have enough of their own. Leave your problems at home. This is show time. They don’t care about anything that doesn’t affect them personally. Sound gruff? Get over it.

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The reminder above consists of just 166 words. It is often said “less is more.” I normally try to write a minimum of 300 words in my column. Today is the exception. The four points above are all you need to reflect on today. Read them again and you will meet my 300-minimum target. (I am one sly fox.) Have a great day. I mean it. Make it a great one.

Mike Marchev

Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at

Mike’s daily column is made possible by AmaWaterways.

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