Lessons in Customer Service From the Wizard of Oz The Wizard of Oz is loved and admired by all the citizens of Emerald City. Yet when you look at him from a customer service perspective, it’s hard to understand why. The Wizard of Oz is a great example of what not to do to grow your business. By avoiding some of Oz’s key mistakes, you can creative a customer service strategy that will benefit your business. He’s hard to reach. In order to see the Wizard, Dorothy and her friends must follow an unfamiliar and confusing path. Are you as tough to reach as the Wizard? Instead of having a contact form on your website, publish your phone number and email information right on the ‘Contact Us’ page of your site. Even easier, add a ‘Call me’ button to your contact page and automatically make the call for your customer. He hides behind a gatekeeper. When Dorothy and friends finally reach Oz, they are told that the Wizard never sees anyone. When clients call your business, can they get through to the person they’re calling? A virtual receptionist can direct callers to the correct extension or department at the touch of a button. It can also seamlessly forward calls to your home phone, mobile or voicemail when you’re out of office. He works in an ivory tower. The Wizard cuts himself off from the outside world, knowing only his own perspective. This makes him mysterious, but it also means he can’t relate to those who need his help. As a customer service contact, it is important to maintain contact with clients, prospects and business partners to understand their wants and needs and deliver on them. He goes back on his word. The Wizard requires Dorothy and friends to bring back the broomstick of the Wicked Witch of the West before he grants their wishes. When they bring him the broomstick, the Wizard realizes he can’t actually keep his promise. Know your business and its capabilities. Don’t promise things that can’t be delivered, and be sure to deliver on the things that can. Despite all his missteps, the Wizard did get one thing right – he successfully created a larger than life image of himself. Today, small businesses can use tools and technologies previously only available to larger businesses in order to look larger and more professional. You can easily give your small business a big business image simply by using professional phone features. Virtual phone service features such as a virtual receptionist, smart call forwarding, voicemail to email and a toll free business number can give you a big business look, and improve your ability to serve customers more effectively. The Wizard of Oz left a lot to be desired when it came to customer service. Learn from his mistakes and your clients will be saying there’s no place like your small business.