These legendary quotes contain wisdom that will inspire you and your support team.
“Quotes” (see what I did there?) are tricky things.
It’s far too easy to get lost in “motivation porn”, spending far too much time reading and sharing witty sayings, and not actually getting better at providing great customer service.
But at the same time, great quotes can actually accomplish a lot:
- They can help simplify complex mindsets and approaches into one-line rules of thumb for you to reference. It’s much easier, in a moment where you’re dealing with a particularly challenging support situation, to think “what would Seth Godin do?” than to flip through a long book on customer service strategy.
- They can help to get people on your team on board with the importance of excellent customer service. It’s one thing if you beat the support drum to your CEO. It’s another if someone they’ve looked up to for their entire career, like Steve Jobs or Jim Rohn—does.
- They can be helpful snippet-sized reminders of what to focus on as we go about our day. Something as simple as putting a quote right above your desk, or even on your computer background, can deliver daily inspiration to deliver outstanding customer service.
Below are 15 quotes that have been carefully chosen to help you do the three things above.
You might also find useful:
1) Dale Carnegie on empathy and getting customers to do what you want
I am very fond of strawberries and cream, but I have found that for some strange reason, fish prefer worms. So when I went fishing, I didn’t think about what I wanted. I thought about what they wanted. I didn’t bait the hook with strawberries and cream. Rather, I dangled a worm or grasshopper in front of the fish and said: “Wouldn’t you like to have that?” Why not use the same common sense when fishing for people?
2) David Allen on keeping your life clutter-free for maximum productivity
Most people feel best about their work the week before their vacation, but it’s not because of the vacation itself. What do you do the last week before you leave on a big trip? You clean up, close up, clarify, and renegotiate all your agreements with yourself and others. I just suggest that you do this weekly instead of yearly.
3) Tony Hsieh on investing in customer service as a growth channel
Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.
4) Derek Sivers on the disproportionate value of taking an extra minute or two to show your customer that you care
If someone would call, saying, “I’d like to talk with someone about selling my music through you,” we’d say, “Sure. I can help. What’s your name? Cool. Got a website? Can I see it? Is that you on the homepage there? Very cool. Is that a real Les Paul? Awesome. Here, let me listen to a bit of the music. Nice, I like what you’re doing. Very syncopated. Great groove. Anyway… so… what would you like to know?” I can tell you from my own experience of being a self-promoting musician for 15 years that it’s SO hard to get anyone to listen to your music. So when someone takes even a couple minutes to listen to you, it’s so touching that you remember it for life.
5) Seth Godin on having a personality, and using it, when you talk to your customers
In a crowded marketplace, fitting in is failing. In a busy marketplace, not standing out is the same as being invisible.
6) Danny Meyer on breaking your own rules to make your customers happy
Policies are nothing more than guidelines to be broken for the benefit of our guests. We’re here to give the guests what they want, period.
7) Jay Baer on responding to the people who complain about you and your business
Haters are not your problem. Ignoring them is.
8) Jim Loehr on the power of stepping back and switching off
We live in a world that celebrates work and activity, ignores renewal and recovery, and fails to recognize that both are necessary for sustained high performance.
9) Richard Branson on keeping your support team happy
Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.
10) Jeffrey Gitomer on the most important goal when upselling your customers
Tell me how I win. When I win, you win.
11) Maya Angelou on thinking about how you’re making people feel
I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
12) Steve Jobs on making life simple for your customers
Simple can be harder than complex: you have to work hard to get your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains.
13) Benjamin Franklin on being prepared for anything
By failing to prepare, you are preparing to fail.
14) Thomas Jefferson on writing succinctly and with clarity
The most valuable of all talents is that of never using two words when one will do.
15) Horst Schulze on always striving to be better
Unless you have 100% customer satisfaction, you must improve.
What are your favorite customer service quotes?
I hope that these quotes will help to inspire and remind you of what’s important when you need it most.
Do you have any quotes that you turn to time and time again? Share them in the comments below, and we’ll add them to the list!