Do Service and Profit Go Hand in Hand

Marketing podcast with Micah Solomon (Click to play or right click and “Save As” to download – Subscribe now via iTunes or subscribe via other RSS device (Google Listen)

My guest for this week’s episode of the Duct Tape Marketing podcast is Micah Solomon, a customer service expert, entrepreneur, business leader, speaker, and author. He built his company, Oasis Disc Manufacturing, from a one-man operation in a leaky basement (financed with just a credit card) into a market leader in the independent entertainment field. He is also the co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, a book we talked about for this show.

One of the core points of the book is that companies can’t simply provide satisfactory customer service they must provide anticipatory customer service. In other words, we need to anticipate what customers want and provide it without them asking.

We must build systems to record the preferences of our customers, hire the right people and give them the tools and permission to meet our customer’s needs.

To be considered the service leader in our industry we can’t simply consider our direct competitors, we must consider every service provider that also offers exceptional service, they are setting the bar and we must study, model and consider them our competition.

Organizations that are customer centered are very careful about the language and words they use throughout the business and consciously choose specific language when referring to and addressing customers. If marketing is painting a positive customer message and then the owner of the business is constantly putting customers down or complaining about problem customers, the entire customer service mentality will get derailed.

Check out Micah’s article for Fast Company – Seven Keys to Building Customer Loyalty–and Company Profits to get an even deeper understanding of the ideas behind Exceptional Customer Service.

You can listen to the show by subscribing the feed in iTunes or a variety of other free services such as Google Listen (Use this RSS feed) or you can buy the Duct Tape Marketing iPhone app. (iTunes link – Cost is $2.99) or

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John Jantsch

John Jantsch is a marketing consultant, speaker and author of Duct Tape Marketing, Duct Tape Selling, The Commitment Engine and The Referral Engine and the founder of the Duct Tape Marketing Consultant Network.
  • Mkomar200

    This sentence really popped out for me: “In other words, we need to anticipate what customers want and provide it without them asking”. In an age where satisfactory customer service isn’t always easy to find, taking it a step further and providing the customer immediatly with what they want would really go above and beyond and create loyalty. For those new businesses that don’t have the funds to hire people to analyze what the next move is for their customers, a good way to gather intelligence and keep their finger on the pulse is through social media. Actively pursuing Twitter and Facebook is like sitting down face to face with your customers and picking their brains…for free. Why wouldn’t you?

    Marlen Komar

  • Gina Black

    Super interesting! Anticipating costs, problems, concerns before they happen is always beneficial in business. Thanks for the great post!

  • Sean Supplee

    It’s surprising what great customer support will do. No product 100% and for the reason when I contact someone I want to hear back with a legit answer and within a meaningful time frame (the sooner the better) If a company takes days to get back to me you can bet I wont be a customer of theres for very long let alone a repeat customer.

    • ducttape

      Yes, real time online has made speed in all things a must.

  • Kip Marlow

    Wonderful article. Look at zappos. Customer service is now a brand.
    Thank You

  • Marketing Gal

    Customer service is key. While I do work for a marketing firm, I look at all businesses to see what they are doing to hook and keep clients. Offering the new and cutting edge services even before the client asks for them. It shows those you are doing business with, that you are looking out for them and want to offer them the latest and greatest at all times.


  • chatmeter2

    Yes, service and customer service do go hand in hand. If customers do not feel as if they are being treated with respect- your business with get a bad reputation, therefore word of mouth marketing will come into play- negatively. Protecting your online repuation is VERY important. Chatmeter believes in supporting businesses and helping them take full advantage of their online presence!

  • GizmoMind

    All interactions between customer and service are very uneven field of communications. Good news to me to use resources like to forget all misunderstanding between those who buy and who sell.

  • Trademarklawyer

    Great Article.

  • FB

    Customer service for our expirience is the key element.