The U.S. Bill of Rights was established December 15, 1791. How long have your customers had their own Bill of Rights?
I view a Customer Bill of Rights as the codification of what we say about our approach to customers.
Customer Touch Points
We have many touch points with customers and potential customers. Examples of these might include:
- Length of time to return phone calls.
- Response time to e-mails, especially those requesting help.
- Deliver services on agreed timeline.
- Level of training or expertise of staff.
- Complete project at or under budget.
Publicize Your Internal Standards
Often, there is a set of internal standards to which we hold our employees accountable. Take that internal document and make it an external one. Tell your customers about the standards that you already live by.
You already know that these standards can be achieved. Therefore, the downside risk of not meeting the Bill of Rights should be mitigated.
Publishing a Customer Bill of Rights is a great way to show how you value customers.
How Long Should Your Bill of Rights Be?
The U.S. Bill of Rights numbers 10 items. Your version can start out with any number you like. It does not need to match the number in the U.S. Bill of Rights.
In fact, I suggest no more than five or seven items on the list. This approach allows you to roll out an expanded list to your customers and prospects in six to 12 months. You essentially get “two or three bites” at the apple: first by launching; then, by separately expanding and re-launching your customer accountabilities.
The Takeaway
Don’t just talk the talk; you must walk the walk as well. Tell your customers how you will treat them by having a Customer Bill of Rights.
What do you think? Please share your thoughts in the Comments field below.
- What percentage of businesses have a Customer Bill of Rights?
- Do you agree that a Bill of Rights provides a competitive advantage to businesses that offer one?
- Do you utilize a Bill of Rights?
Copyright © 2010 Rob Berman
