The Ten Commandments of Customer Service
I have an aging cocker spaniel who’s had every cocker malady in the book. In
the last year, particularly, we’ve spent hours together at the University of
California Veterinary Teaching Hospital in Davis, CA. On the wall to the
right of their check-in desk is a framed set of statements they’ve titled,
“The Ten Commandments of a Good Practice.”
I would call them, The Ten Commandments of Customer Service. I don’t know
where they came from, but I have never seen a better set of guidelines for
what customer service is all about. I was just up there today and finally ask
them if they had a copy I could take home. They did.
1. A client is the most important person in any business.
2. A client is not dependent upon us-we are dependent upon him/her.
3. A client is not an interruption of our work-he/she is the purpose of it.
4. A client does us a favor when he/she calls-we are not doing him/her a
favor by serving him/her.
5. A client is part of our business-not an outsider.
6. A client is not a cold statistic-he/she is a flesh and blood human being
with feelings and emotions like our own.
7. A client is not someone to argue or match wits with.
8. A client is one who brings us her/his wants-it is our job to fill those
wants.
9. A client is deserving of the most courteous and attentive treatment we can
give him/her.
10. A client is the life blood of this and every other business.
