Principles of Customer Service I Learned from My Cat

Repeat business from a satisfied customer at Handshake 2.0 From Anne Clelland:



  1. Good enough will not do.
  2. Customized is optimized.
  3. Later is not now.
  4. Wishing customers were different is like wishing cats didn’t sleep.
  5. Too much change too quickly results in organic disruption.
  6. Dissatisfied, neglected, or abused customers, hungering for what they need and want, will find other providers.
  7. Customers are not owned.  They may, however, choose to affiliate themselves with you.
  8. An excellent customer experience is rewarded by repeat business. 
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