I have been writing alot about customer service lately because I think it is important for small business owners to always remember who keeps them in business. The attitude my life would be great without customers just doesn’t work. They are your life blood, and you need to take care of them or someone else will, but how much is too much?
Chris Brogan has written an interesting column on communication expectations shifting from a few days to a few hours, and he blames the web for much of our impatience. While the web accelerated the issue, email, faxes and overnight delivery have all contributed to rising expectations, of response time. And now, I carry an iPhone, and your message arrives at all hours of the day and night. Where does it end? How much is too much?