In a recent LinkedIn post, Stacy Sherman, MBA. CSP® discusses the common misconception that customer service is an optional add-on rather than a fundamental aspect of business operations. Sherman highlights instances where businesses, through signage, inadvertently treat customer service as a distinct feature rather than an intrinsic part of their offering, prompting a critique of this approach.
Sherman shares an example of a car repair shop that proudly advertised “NOW FEATURING CUSTOMER SERVICE.” This particular sign, which Sherman received as an example of unintentionally humorous CX communication, struck a chord. The post questions the logic behind such an announcement:
“A car repair shop somewhere in America proudly announces they’ve added this service. Really?!”
The Misconception of Customer Service as a Feature
As Stacy Sherman, MBA. CSP® argues, customer service is not something that can be installed or promoted as an extra. The core of her message is that treating CX as a feature diminishes its importance and misunderstands its role in customer retention and loyalty.
Sherman elaborates on this point:
“Customer service isn’t a feature or a promotion. You don’t install it between tire rotations and oil changes.”
This perspective underscores a critical distinction: customer service should be integrated into the very fabric of a business, not presented as an afterthought or a special package deal. According to Stacy Sherman, MBA. CSP®, the effectiveness of a business’s customer experience strategy is what truly drives repeat business and referrals.
CX as the Differentiator
In Stacy Sherman, MBA. CSP®’s view, a business’s commitment to exceptional customer experience is the primary reason customers choose to return and recommend the business to others. This is not contingent on a sign or a special announcement, but on the consistent delivery of quality service.
Sherman emphasizes this by stating:
“Doing CX Right® is the reason customers choose to come back and refer, or not. And no sign is needed.”
The post concludes with a lighthearted invitation for others to share their own humorous or notable customer service signs, fostering a community discussion around the topic. Stacy Sherman, MBA. CSP®’s commentary serves as a valuable reminder for businesses to re-evaluate how they perceive and present their customer service efforts, ensuring it is recognized and delivered as a core competency.
📝 About This Content
This article is based on insights shared by Stacy Sherman, MBA. CSP® on LinkedIn.
📅 Originally posted on September 4, 2026 | View original post on LinkedIn →