The One Simple Rule of Great Customer Service


It is funny how time flies. I cover Cape Breton Island as an Account manager for Office Interiors and have been in this position with a couple of different companies since 1982.  Last week I was driving to Inverness and Cheticamp and one of my stops was at an account that I have dealt with for over 30 years.  Now, when you think about it, that can either seem like a long time, or a really long time!  After meeting with the client, I started thinking about how many other customers I have been dealing with for that length of time and was surprised to realize that there are actually quite a few.  From Sydney, to Port Hawkesbury, to Cheticamp, I had them in every corner of Cape Breton.

Why, I thought, did these customers continue to do business with me and the companies I have worked for?  What was the common thread?  Was it me?  Was it the product?  Was it the excellent service?  Of course I would like to think it was all because of me, and although that is a part of it, it is actually a combination of all of the above and more.

I grew up in PEI with a very loving (but strict) mother who was constantly encouraging us to do better, be honest, do the right thing, and so on.  She always had these little gems of wisdom when we were growing up: don’t ask someone to do something you wouldn’t do yourself; half the job is starting; the sooner you start, the sooner you finish, etc.  We all have heard them, and I think they guide us through life.  One of my mother’s sayings would have more impact on me than any other though.  It was simply: Treat people like you want to be treated.  What a simple concept, and yet I think it has been a big part of my success.  I know that I have always had great products and have worked with some of the best service techs in the industry, but more than anything else, I feel that I have lived by that simple rule that my mother taught me many years ago!  I treat my customers like I would l like to be treated: Honestly, sincerely and with respect.

Whether in your personal life, or in business, if you make your decisions by this simple rule, you will seldom go wrong.  It has worked out pretty well for me!


Darren Sorrey
Account Manager – Imaging
Office Interiors