The Golden Rule of Customer Service
“You did what you said you were going to do!”
A customer recently said this to me in amazement. I was just as surprised, but for a different reason. Why should this be unusual? Unfortunately, their past experiences had left them with unmet expectations.
This raises important questions:
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Were expectations clearly set from the start?
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Did the salesperson exaggerate to close a deal?
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Was critical information overlooked or left out?
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Was the scope of work fully defined and understood, including connected pieces outside of scope?
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Who was responsible for coordinating and overseeing the post-sale process?
When expectations aren’t met, trust and confidence erode. That’s why, for over 30 years, one of our core values has been living by the Golden Rule: treating customers the way we want to be treated. We deploy solutions as if we were in the customer’s shoes — because that’s how we’d want to be served.
“I can sleep at night knowing that we aim to provide the Golden Rule treatment to customers and potential customers, allowing us to succeed more times than we fail.”
Putting the Golden Rule into Action
- For systems: We take the time to document all the details — yes, every single one. While this slows down the sales process, it ensures a shared understanding before moving forward.
- For equipment: We promote a “try before you buy” approach whenever possible. Demos and trials aren’t always easy or economical, but they prevent surprises and help end users confirm that equipment truly meets their needs.
These practices may be “painful” from a sales standpoint, but they build trust, minimize risk, and create lasting relationships.
Why It Matters
Some may see this as “sales talk.” And yes, I am always looking for new customers to serve. But what allows me to sleep at night is knowing that we live by the Golden Rule. We aim to deliver the kind of service that creates confidence — not just in our products, but in us as partners. And that’s why we succeed more often than we fail.
Medical Equipment & Healthcare Solutions
Connect with Convergint at (800) 968-3135 to learn more about our commitment to delivering exceptional results to our customers through unparalleled customer service.
