Business Systems and Processes.

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Five Ways to Add “Killer Customer Care” to Your Business Systems!

What is it like to do business with Your Company? Do you know what your customers really think about you? Do you have “killer customer care” that draws customers back again and again?

“Killer customer care refers to the combination of principles, ideas, and techniques that are designed to consistently and systematically enhance the depth and breadth of your customer relationships. Killer customer care is the ultimate competitive differentiation for businesses in the twenty-first century” (George Colombo, Killer Customer Care).
Your Customer Care SystemSo how do you achieve this killer customer care?  You begin by building your business from the ground up around the specific needs of your customers. You create a customer-care system that is so remarkable they wouldn’t consider buying from anyone else.

For a moment, let me speak as one of your valued customers. I want to offer five suggestions to help you earn our loyalty and turn us into raving fans.

1.  Put on Your Best Face

As customers, we like to be served and not sold. We like people who are positive, polite, understanding, caring, and helpful. In other words, BE NICE! Give us clear communication without jargon or legalese. We like people who call us by name and personalize our service. We appreciate those who listen, take ownership of our problem, and are immediately responsive to our needs. We expect your employees to have some expertise and a “can-do” attitude. We don’t like to be taken for granted. In fact, we want to feel important throughout the lifetime of our relationship.

2. Use Systems to Meet and Exceed Expectations

We like to do business with companies that deliver explicitly on their promise. We like error-proof “business systems” for handling all contacts, accounting services, and problem resolution. With good systems, the job is done right the first time and every time. Nothing is left to chance, and nothing falls through the cracks. (Customer dissatisfaction is usually the result of a breakdown in established business systems or processes.)

Your customer-care systems should empower employees to solve our problems quickly and turn any frustrations we may have into gratitude and appreciation. Commitments to us must always be kept. Your consistency and reliability over time are more important than occasional sales promotions or grand events.

3. Surprise and Delight

We like to be pleasantly surprised. Some of us like to be entertained and to have fun. We all like to be “WOWED!” While we are grateful for consistency and reliability, we also want an element of freshness and unpredictability that will keep us excited. If you continually exceed our expectations, you’ll not only get our repeat business, but we’ll tell our friends.

4. Monitor and Measure

We want you to listen to what we have to say.  You’ll want to know:

  • What we like and what we don’t like.
  • What would make the buying experience more satisfying.
  • What we like better about your competition.
  • What we wish your company would provide that you currently don’t.
  • Why we were surprised, annoyed, frustrated, or disappointed.

Shop your business from our point of view. If you want to better understand our expectations, ASK! We feel valued when invited to give feedback or opinions. Listen between the lines and don’t be afraid to hear the brutal truth. We want YOU to be the best, just as much as you do!

(Some customer feedback is quantitative in nature, such as the percent-of-sales of returned merchandise. Other information is qualitative such as suggestions or complaints. Make sure you have a system to capture this information, transfer it to management, analyze it, and act upon it.)

5. Practice the “Golden Rule”

We like to do business with companies that adopt the “Golden Rule”—treat us the way you would like to be treated. Don’t just subscribe to the Golden Rule as a philosophy; build it into your business systems and processes. When your company culture embodies this philosophy, it will become remarkable!

Protect Your Investment in Customers

Start today by defining exactly what experience you want your customers to have. Then identify the most common interactions you have with them—telephone, walk-in, sales presentations, inquiries, problem resolution, and so forth. Finally, turn those interactions into business systems or processes that incorporate the five suggestions above. You’ll be amazed by the results!

Remember: Each customer contact is a moment of truth, a time when you can make or break a relationship.

Killer customer care is everyone’s job.  Never stop talking about how to improve the customer experience. Your business success depends upon it!

*****Special Alert: My Retirement is Your Gain*****

To give back to the entrepreneurial community, I HAVE DECIDED TO GIVE AWAY MY VALUABLE SYSTEMS-BUILDING SOFTWARE, ecOURSE, AND OTHER INFORMATION ABSOLUTELY FREE. By filling out the form on this page, you will go directly to a download page. This is not hype. There is no catch. You will receive a software product and a “college equivalent” eCourse on how to develop effective business systems and processes. Customers have been paying for this software and eCourse for fourteen years (see What Cutomers Are Saying).

I will show you how to eliminate business frustrations and make more money by creating remarkable systems and processes that boost customer loyalty, profitability and growth. The application of these strategies has proven to be of great worth for owners of many small and mid-size businesses. Put me to the test!

You will learn the following, and much more:

  • How to become a Systems Thinker and raise your business I.Q. by 80 points—OVERNIGHT.
  • What six elements are found in every great business system.
  • How you can remove waste and inefficiency, and build a results-driven organization.
  • Why good systems and processes are the essential ingredient to start, grow, fix or franchise (replicate) your business.

You have nothing to lose and everything to gain. I will not be trying to sell you because you are getting everything for FREE, much more than I have described here. I won’t be contacting you; however, you can contact me for help with the software or your business at any time. Please browse around my website. If you have any questions, email me, Ron Carroll, at

I hope you enjoy and benefit from this FREE offer. It was a labor of love for me to develop. Becoming a Systems Thinker and using the Box Theory™ methodology will be one of the best decisions you have ever made.

I’ll be cheering you on from my quiet fishing hole in the mountains of Utah.

I want to learn how to create remarkable business systems …

Just Retired
Gone Fishing
Your Lucky Day

It's time for me to focus on other things. Many hours and dollars have gone into my software and written materials over the last fourteen years. Now it's time to give back. This is not a gimmick. There is nothing to buy. I give it all to you for free. If you use the software and apply the principles, you can create a remarkable company. See Below. Have fun!

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Michael Gerber, "E-Myth"

Michael Gerber

"Organize around business functions, not people. Build systems within each business function. Let systems run the business and people run the systems. People come and go but the systems remain constant."

W. Edwards Deming, Total Quality Management

W. Edwards Deming

"If you can't describe what you are doing as a process, you don't know what you're doing. . . . 94% of all failure is a result of the system, not people."