Customer Service Strategy 101: Why Mediocrity Kills Sales

Your customer service strategy either builds loyalty or drives customers away. There’s no middle ground.

Yet most organizations and salespeople are stuck in mediocrity, bound by procedures and a “not my job” mentality that frustrates customers at every turn.

I recently experienced three situations that perfectly illustrate what happens when there’s no real customer service strategy in place.

Their approach? Passivity, indifference, and a complete unwillingness to solve simple problems.

When Your Customer Service Strategy Is “Pass the Buck”

I contacted a local phone carrier to clarify some account details. After 10 minutes on hold and 5 minutes explaining my issue, I was transferred to someone who seemed helpful.

Midway through our conversation, I was placed on hold and then disconnected. Whether it was intentional or accidental doesn’t matter. It added another 25 minutes to what should have been a three-minute fix.

A Customer Service Strategy Built on Hold Music

At the same company’s retail store, I purchased a new phone. The in-store rep was professional and patient, but needed corporate approval to finalize my plan changes.

Two phone calls. Four holds. Nearly one hour of waiting. The actual changes took three minutes once someone finally processed them.

The store employee’s frustration was palpable, and I don’t blame them. When your internal sales process creates obstacles instead of solutions, your frontline staff suffers alongside your customers.

Lost Results and the “Not My Problem” Approach

Before a doctor’s appointment, I needed test results that my specialist had assured me were complete. My doctor’s office was unable to locate them. The specialist’s office informed me the results had been lost – seven months earlier.

After multiple calls between both offices, a nurse finally found the results in two minutes. They’d been filed incorrectly all along. Nobody had bothered to look beyond the standard protocol.

The Cost of a Mediocre Customer Service Strategy

In each situation, the real problem wasn’t complexity. Each customer service group included personnel

• with a complete lack of ownership,
• with no initiative,
• who hid behind procedures, and
• who were unwilling to take extra steps to solve problems.

Sound familiar? If you’re in sales, you can’t afford this approach.

Building customer relationships requires proactive problem-solving, not passive order-taking.

Two Paths: Excellence or Mediocrity

Here’s the reality: we’re all in customer service, whether we’re serving external clients or internal colleagues. You have two choices.

Option 1 – Excellence:

• Build relationships through exceptional service.
• Go the extra mile.
• Take ownership.
• Find solutions instead of excuses.

Option 2 – Mediocrity:

• Live in mediocrity.
• Follow procedures blindly.
• Pass problems to someone else.
• Watch your sales pipeline dry up as frustrated customers leave.

If you’re unwilling to change, pursue additional training, or step outside your comfort zone, you’re choosing mediocrity. And mediocrity doesn’t just limit your potential—it actively repels the customers you need to succeed.

Your customer service strategy isn’t just about policies and procedures. It’s about your willingness to drive the outcome and deliver real solutions. The question is: which path are you on?

© Shawn Casemore 2025. All Rights Reserved.