No sooner do I write about how Best Buy is using technology to improve customer service than I read Cindy Solomon’s top five customer myths and there, at Myth #1 is this: Technology will save us. Her post on Return on Behavior Magazine, however, goes on to explain that “unless your technology is helping you serve customers faster, more efficiently, or with a higher level of service [all of which Best Buy’s new service aims to do], get rid of it!”

Here are her other four myths:

Myth #2: As long as we keep customers satisfied, they will keep coming back. I wrote about this recently and Solomon summarizes it nicely: “Simple satisfaction won’t keep them coming back.”

Myth #3: We have to exceed expectations to keep customers coming back for more. Rather, she writes, “we simply have to set the appropriate expectation and then meet it, consistently!”

Myth #4: If we had more money and people, we could provide better service. “It’s impossible to overestimate the power of aligning everyone in the organization toward a higher goal,” she writes. Aligned approaches are clear indicators of mature processes in the Baldrige model.

Myth #5: Everyone has a poor performer…as long as I keep him/her away from customers, it’s not a big deal. “Not only does a poor performer make your customers angry,” she writes, “they also affect the overall performance of the team. In a team of five, one poor performer can bring the overall productivity of the team down by more than 40%!”

(h/t to Fredrik Abildtrup)

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