If you want to be number one in customer service, you have to do a number of things to set yourself apart from the crowd. Here are 7 ways that will put you on top.
1. Roll out the red carpet for everyone. If there’s one thing people hate about bad service, it’s being treated differently from others. It makes them feel inferior and second-rate. Gary Richter says it should roll out the red carpet for everyone, but especially those who don’t expect it. “I tell my employees, if we roll out the red carpet for a billionaire,
they won’t even notice. If we roll it out for millionaires, they expect it.
If we roll it out for a thousand, they’ll appreciate it. A hundred airs, they’ll tell everyone they know. ”
2. Take the time to get to know your customers. The fast pace of modern life coupled with advances in technology have created a non-human face on much of our customer service. If you can find a way to reconnect with your customers one on one, you will come to terms with your customers that will be like a golden streak. Kathy Burns recalls a time when people took time to care and listen. “Some of you may remember, and others may have heard stories about a time in your life when the doctor came to your home to check if you were sick. Or maybe you’ve heard of going to your local pharmacy and having the owner greet you by his name and wondering how he’s doing. They not only asked, but they really wanted to know the answer and took the time to listen to what he had to say. That’s customer service – taking the time to get to know your customers, really caring about how they feel, and wanting to do what you can to make sure they’re happy. ”
3. Be easy to do business. One of the problems with modern businesses is that the systems we use to save time and money are often designed for the benefit of the business, not the customers. As a result, the customer experience is frustrating and difficult. Tracey Lowrance says this needs to be reversed. “Customers expect service from a single source. Customers do not want to be transferred to all the units of their business to have their problems solved. They want to be able to do business with you with a minimum of discomfort. It should be easy to negotiate with you. ”
4. Do whatever it takes to make sure they are happy. One of the most important things your customers want from you is a guarantee that your product or service will work. So move heaven and earth to make sure it does. Bob Leduc suggests that people should not be made to pay until they are completely happy. “Instead of offering a money-back guarantee, a service company can provide a guarantee to fix the customer’s problem. For example, a plumber can guarantee that they will return for free as many times as necessary to stop the leak. A landscaper can replace any plants that do not survive for at least 6 months at no charge. A sales consultant can continue to work for free until promised sales results are achieved. ”
5. Observe what customers see. Much of what customers think of you comes from what they see and believe. Personal Selling Power noticed the following difference in two candy stores. “Even though two competing candy stores had the same prices, neighborhood kids preferred one store to another. When asked why, they replied, “Because the person from the good store gives us more and more sweets. The girl from the other store takes the sweets.” Not quite. In the good store, the owner always made sure to put a small amount of candy on the scale and then kept adding. In the ugly store, the owner piled a large amount of candy on the scale and then pulled it out until it reached the proper weight. The same amount of candy was sold, but perception is everything. “