Featured in “Business Class” Volume 7 Issue 12
Note from Jan: Don’t let the title fool you. This article is for those interested in building a stronger customer service culture. AND it’s for those want:
I hope that by reading it, you will be reminded, energized, entertained and maybe even inspired.
P.S. It’s not too late to complete our Reader Poll. We would love to get your input on subject matter for future issues of “Business Class”.
What did you find out there?
Did you find some service you liked?
Some you didn’t like?
More of one than the other?
How does your own service compare to what you observed in other organizations?
What about your staff?
What did they find?
Any service they liked?
Any they disliked?
More of one than the other?
What do they think about your organizations’ service compared to what they observed elsewhere?
By any chance, did you notice your staff being more attentive to customers – more eye contact, more thank yous, a few more smiles in September?
I hope so because customers value these things and your cost is zero. Free and easy to provide for the most part (see Good Manners. No Problem.)
Someone asked if I really believed they could lose customers if their cashiers didn’t smile and say thank you.
My answer. Most customers won’t leave you just because you don’t…as long as your product, service, price, value and convenience are decent compared with other choices.
But if you do (smile, say thank you, etc), most customers will give you the benefit of the doubt and stick with you – even when you occasionally mess up – as long as you handle the mess up well (more on that in another class).
So given all of that – and given that is free and so easy to provide these things – and given that it feels good to do it and therefore helps morale – why not do it?
During the last class, I promised to share additional findings from our survey of “what customers want”. What else do they want besides a smile, good eye contact, a respectful greeting, good manners and a thank you?
The answer is in these stories. Just imagine if any of this happened to you. Most of you won’t even have to imagine.
You call a department store in search of a certain type of curtain rod. You get transferred six times and still don’t connect with the curtain department. On the seventh transfer, you get the Men’s Department.
You receive an invoice in the mail. For the second month in a row, your payment has been posted incorrectly. For the second month in a row, you call to correct it. The company’s representative on the phone tells you that she will correct it for you “one more time” as if she is doing YOU a favor.
You have a major problem. Your broadband service is down which means your business is down. When you call the service provider, the person who answers the phone promises to have someone call you back right away. At the end of the day, you haven’t heard from anyone so you call again. You get a recording. They’ve closed for the day. Thirty-two hours later, you STILL haven’t heard from them. Funny. You saw their ad in the paper today. In it they promised quick, reliable service.
You drive up to the cleaners, jump out of your car, dash in to pick up your laundry. No one is at the counter. Quick glance to your watch. Foot tap tap tapping. No time to wait. Ready to bolt out the door. And you hear, “Hi Jan! How are you today?” You turn and see the clerk with your laundry in hand. He recognized your car when you drove up.
Ah yes – the joy of getting quick and easy service at a place where everybody knows your name.
There you have it. Eight things customers want that will put you at the top of the class:
- a smile
- good eye contact
- a respectful greeting
- good manners
- a thank you
- being called by name
- quick and easy service
- quick and accurate follow up
An instant boost to business.
A huge return on investment.
Eight things that will easily and inexpensively put you at the top of the class.
There are two more things customers mentioned that can get you even closer to the top. We’ll cover these more advanced topics later in the semester.
Meanwhile, here are the Suggested Assignments for October. If you are just auditing this class, these assignments are optional. But if you are serious about service – then you will enjoy these assignments and the results they bring to your business.
copyright 2008 – Jan Bolick, Business Class Inc
The author gives permission to distribure copies of this article as long as it is copied in full – including the box below.
Jan is a management coach (CUCG, PCC) with thirty years of sales and management experience. She loves sharing her experience and expertise with business owners and managers so that they can get through tough situations, and then make and celebrate the achievement of big goals.
One of the free tools she provides is the Business Class E-Zine. Especially suited for business owners, managers & professionals, it includes ideas & inspiration to boost morale, save time, increase productivity & build business. Better Business… Better.
Check out her programs, services & tools at www.businessclassinc.com
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