Service Is Everybody’s Business Is Still Relevant Today

Although the article “Service is everybody’s business” was published in 1994, it is still relevant in recent times. In fact, the trend nowadays is moving from goods manufacturing to services providing. Starbucks, for example, the company focus on selling not only the coffee but also “Starbucks experience”, make the coffee stores became places for relaxation, chatting with friends or holding business meetings.

Consumers today are really smart and their demand as well as their adequate level of satisfaction are higher than the past. They want not only good products but also good customer service. Imagine A and B companies offer the exact same kind of products; when you walk to the store of A, the employees are very friendly, advise and assist you when you have any problem; compared to store B, the employees are unwelcome, and there is always an employee going behind you as if they afraid you are going to steal anything – what make you so uncomfortable. Even if the products of store B are much better than store A, which store will you choose?

Besides, the recent market is more and more shifting to product glut and lack of customer. As a result, if the companies want to get customers, they have to provide great accompanied service. In fact, many manufacturing companies are offering a combinations of products and services and coming with innovating way to charge for them. Apple is a computers and electronic devices retailer. Besides the main product line, Apple also offers buying AppleCare when people making the purchase of physical products. This service will extend the normal coverage further, give customer one-stop service and support from Apple experts and reduce the fixing price of physical products to the minimum.

Having a service as a part of your offering opens more business opportunities and ways to please customer. Blue Nile, an online specialty retailer of fine jewelry, is a smart company selling a physical product bundled

...