While many companies consider Customers as a necessary evil, some companies give us Customer Service, a few provide Customer Care, one company insists on Customer Love – web based telephone headset retailer Headsets.com!
Is this just a new name for an old activity, a remnant of the “good old flower child days” of America’s 60’s hippy heartland or is this really something new?
To this question, the company’s CEO and founder Mike Faith’s replies “when a Customer calls us to buy a headset we pride ourselves on doing more than just servicing the Customer’s needs, more than just respecting or caring for the Customer. We genuinely love our Customers. Without them we wouldn’t exist – don’t you love your parents for the very same reason?” (well most of us anyway!!!)
Headsets.com is now recruiting again, the 5th time in 2 years. Not because they lose staff - because there Customer Love philosophy has proven so successful. The American consumer now searches out and stays with companies who care about them, or better yet – Love them.
From the moment a new recruit is accepted into Headsets.com they are trained in the company’s Customer Love philosophy. “Just as they are trained to differentiate a Plantronics CS55 wireless headset from a Supra Plus corded headset, we train them to love & respect our Customers, to use the Customer’s name, to focus totally on the Customer that they are talking with, to listen (really listen) to the Customer and to always go that extra mile” … “We even make the Customer a proper noun, because they are so important” - you’ll note that every piece of Headsets.com literature uses a capital “C” for Customer.
Headsets.com even brings a Communication Coach over from Australia to help them apply their principles of Customer Service Excellence and Customer Love– “We don’t accept that satisfying a Customer is good enough. We have to meet and then exceed their needs and desires” says Sydney based coach, Ken Welsh. Welsh continues with, “I work on 4 continents and Headsets.com is by far the most progressive Customer orientated company that I coach. Their concept of Customer Love means that when a Customer calls to buy a headsets or even for a trouble shoot on their headset they are valued and treated a real people, not simply a revenue stream.”
Clearly, there must be something to this idea of Customer Love with some 250,000 satisfied Customers, supporters like Santa Cruz’s Plantronics, continual growth over the past 5 years and 100 applicants for every new position at Headsets.com.
So if you’re after a corded headset or a wireless headset, a Bluetooth headset for your cell phone or even a USB headset for your computer, this Customer Love, based on “Harmony & Understanding” while “Sympathy & Trust Abound”, could just be the dawning of your Age of Aquarius, when “love will steer the stars.”
