A reader of my recent column entitled, 'Is customer service right for you?' respectfully, but vehemently disagreed with the stance taken in the article, on the matter of taking responsibility instead of blaming others, and making excuses.

He says, "I have been working at my current job as a sales representative since December 2008, and the zeal and enthusiasm I had when I was first given this job has long since died. I must disagree with your statement that: 'Making excuses or blaming someone else is the shortcut to losing a customer. As far as the customer is concerned, you are the company. He doesn't care about what department did what,or which person caused the delay, or whatever.'"

Here's his reason for disagreeing: "If a department, which I am not a part of, is in fact responsible for problems the customer is having, is it fair to put the blame on me, the sales rep? I refuse to accept responsibility for something that is not my fault or that I know nothing about. That is not fair."

Being accountable

This is a very common, if mistaken, position taken when the subject of being accountable is raised. As companies strive to survive, and employees try to keep their jobs amidst current economic challenges, the practice of taking responsibility becomes paramount. Here's what you need to understand.

Taking responsibility is different from accepting blame. It is true that someone else's action may have resulted in a customer becoming angry. It will do little good, and a lot of damage, however, to say to the irate customer, "It wasn't me; it was Jack in XYZ department - don't blame me." This will only aggravate the customer, while he's thinking about sharing his grouse with his 10 friends later.

Take responsibility

To take responsibility requires that you listen, show you care, and do whatever is necessary to solve the problem for the customer - even though you didn't cause it. Every interaction the customer has with an employee is creating an impression in his mind, not just about the employee, but more importantly, about the company. If you treat the customer well, she becomes loyal, and will have great things to say about the company to others, who themselves may become customers.

Your company's customer is your customer. Without the customer there is no business, and without a business you have no job. Focusing on what is fair or unfair is exactly the wrong thing to do. Ask yourself this question: "Unfair to whom?" The answer is obviously, "To me." Outstanding entrepreneurs and sales professionals have all learned one critical secret to business success: be intensely customer centred, rather than self-centred. Save notions of fairness and unfairness for your family discussions - delighting your customer is job number one in business. Blaming, justifying, and making excuses are all unnecessary distractions.

Practice taking responsibility, and give yourself and your company the edge.

Glenford Smith is a motivational speaker and personal achievement trainer. Contact him at glenfordsmith@yahoo.com.