Manage Words Make Customer Service Your Competitive Advantage

I’m often surprised to see that very few people care about providing top-notch customer service. It seems like all the energy is put into making the sale, and little to no effort is made in helping the customer once the product or service is delivered.The Pool ExampleA few years ago, we decided to build a swimming pool for our home. Given that we live in Texas, the pool comes in handy because at least half the year we experience warm temperatures. My wife and I spent a month or so getting proposals from pool companies, and eventually settled on one that offered the best package for the features we wanted.Setting up the appointment with the architect was fast. In fact, they called us to make sure we could make the meeting. When we arrived, they had the simulation program fired up. Once we shared the items we wanted, the program would visually display them on a large TV screen mounted on the wall. It was cool to see the result based on the requirements we provided.


The contract called for us to pay in increments based on when milestones were met, such as when the plumbing and foundation were complete. We were assigned a project manager, Miguel, and he was at the house often. When he wanted to chat with us, he would arrive at the house at 7:00 a.m. to make sure he could find us. He asked for us to text him any time during the day, including weekends. When we did text with a question, a reply usually came within minutes. He was super-interested in making us happy.The pool was complete only a couple weeks late, and this was due to big rains we had in San Antonio. We made the final payment, and it was now time to use the pool. For the next few months, the pool worked as promised – no problems. However, in September, the weather turned a little cold (like 80 degrees, which is considered cold in Texas), and we decided to heat the pool. Unfortunately, the heater was failing to work. In fact, we noticed a gas smell when the unit was triggered.I called the project manager and other representatives from the pool company, and getting a call-back was nearly impossible. When I did reach the intended person, I was told that the problem was likely unrelated to their work. They asked me to call a plumber, and if that didn’t solve the issue, I should contact the electrical company. In other words, I was getting the run-around. It was obvious that once they received the final payment, they moved on to other customers who were ready to cut checks.


The LessonI understand that there is eagerness in making the sale; the excitement is obvious. However, I also know that companies who are focused on keeping the customer happy even after the product or serviced is delivered, are more likely to dominate the market. The pool company I described here was just so-so with follow-up work, but they are still in business. I wonder how much better they might perform if they were just as good with ongoing customer support as they were when trying to make the sale.

Why Is the Blockchain Technology Important?

Let’s say that a new technology is developed that could allow many parties to transact a real estate deal. The parties get together and complete the details about timing, special circumstances and financing. How will these parties know they can trust each other? They would have to verify their agreement with third parties – banks, legal teams, government registration and so on. This brings them back to square one in terms of using the technology to save costs.

In the next stage, the third parties are now invited to join the real estate deal and provide their input while the transaction is being created in real time. This reduces the role of the middleman significantly. If the deal is this transparent, the middleman can even be eliminated in some cases. The lawyers are there to prevent miscommunication and lawsuits. If the terms are disclosed upfront, these risks are greatly reduced. If the financing arrangements are secured upfront, it will be known in advance that the deal will be paid for and the parties will honour their payments. This brings us to the last stage of the example. If the terms of the deal and the arrangements have been completed, how will the deal be paid for? The unit of measure would be a currency issued by a central bank, which means dealing with the banks once again. Should this happen, the banks would not allow these deals to be completed without some sort of due diligence on their end and this would imply costs and delays. Is the technology that useful in creating efficiency up to this point? It is not likely.

What is the solution? Create a digital currency that is not only just as transparent as the deal itself, but is in fact part of the terms of the deal. If this currency is interchangeable with currencies issued by central banks, the only requirement remaining is to convert the digital currency into a well-known currency like the Canadian dollar or the U.S. dollar which can be done at any time.

The technology being alluded to in the example is the blockchain technology. Trade is the backbone of the economy. A key reason why money exists is for the purpose of trade. Trade constitutes a large percentage of activity, production and taxes for various regions. Any savings in this area that can be applied across the world would be very significant. As an example, look at the idea of free trade. Prior to free trade, countries would import and export with other countries, but they had a tax system that would tax imports to restrict the effect that foreign goods had on the local country. After free trade, these taxes were eliminated and many more goods were produced. Even a small change in trade rules had a large effect on the world’s commerce. The word trade can be broken down into more specific areas like shipping, real estate, import/export and infrastructure and it is more obvious how lucrative the blockchain is if it can save even a small percentage of costs in these areas.