No Customers, No Jobs: How Americans Value Customer Service
In my nearly 10 years of US experience, I often find myself pondering how the mentality differs between EU and US customer service and sales work.
I've noticed something crucial: The USA literally celebrates the customer as "King" or "Queen," while in Europe, business is often structured around the organization itself. When it comes to decision-making about products or prices, in Europe you often hear "How does this help our company?" or "Why should we do it that way if it brings us no advantages?"
Success Never Sleeps
Many companies make the mistake of not dedicating themselves to their actual purpose, namely:
- No customers - No revenue.
- No revenue - No company.
- No company - No jobs.
B2C is Closer to B2B Than You Think
You notice this exactly when you even just go shopping in the USA or shop online. The aim is ALWAYS to satisfy the customer in order to build sustainable business relationships and hope for repeat customers.
This is also the case in the B2B sector - only when your sales team gives customers and leads the attention they deserve and expect can you successfully scale in the USA.
Response speed is particularly important here. While in Europe people often take a few days, I've found that in America, faster feedback and response is demanded than in the EU. Here we're talking about IMMEDIATELY (ASAP) up to 48 hours (which is already considered rather long).
Good Things Take Time
In addition, in sales you often have to position yourself as your own brand to stay in customers' minds.
Because one thing is certain - even if something doesn't immediately lead to a sale - customers will always keep positive experiences and shared memories in the back of their minds. For example, this is how I've been able to celebrate some of my biggest sales successes.