This is probably just my opinion and you are more than welcome to disagree with me. For a while I have been under the impression that good customer service is dying. Although, all the cool marketing tools and resources out there today might imply otherwise.
As a designer I have to sell my services to potential clients and it can be very rewarding, challenging and at times disheartening. All the same while doing this I have come to discover that it seems that most clients who seem to have a satisfactory amount of business coming in don't seem to really care about their clients.
There seems to be either one of two things going on. The first is actually design requests from them that cry "me, me, mine, mine" while implying "I'm paying you so me, me, my way , how I want it". What about their customers? How does their design demands reflect good customer service? The second thing going is clients or potential clients' attitude that if business is great why bother going out of their way to enhance current client or potential client experience.
Some of the symptoms of the above issue are businesses or organizations that don't have a website where their clients or potential clients can get informational resources and conduct tasks in a manner that will enhance their experiences. Some have done well and acquired a website. However, their websites are also outdated in the sense that they either look really bad or aren't even mobile responsive in 2016.
The implication of all this is that their current clients are made to work harder to connect with them, they spent unnecessary amount of time over the phone or in person addressing questions that for example their websites could have answered for their clients. This also means that while they think they are saving money by not having a website, they are also spending valuable time, missing out on potential future clients.
Good customer service is a two way street that enriches the lives of an organization as well as its clients. In my opinion good customer service is an obligation that every business or organization should have towards their clients, whether they need new business or not. It also shows a sophistication in being current with the times. Sometimes that sophistication is as simple as owning a website for the first time or upgrading to a responsive one.
Is there any good reason in this day and age for a business or organization not to have a website?