Recap

Here is a recap to start the "1001 Ways" from the first few contributions to the blog.

1. It all starts with a good look in the mirror.

What are your personal values and ethics about being 'of service'? We're talking about an 'ethic' of service that permeates all you do, all you stand for, and all of the processes that your enterprise crafts for your customers' experience. It all starts with you and what you stand for and create. And you can't fake it.

2. Customer obsession - when service becomes strategic!

For some enterprises most of the time the service is memorable and ... memorable customer service has become a distinct differentiating factor and a competitive advantage. We need a strong word like obsession to break the lip-service and scripting mindset to go beyond. Providing memorable customer service is strategic and 'cultural' and can provide a significant and sustainable competitive advantage.

3. Create the experience that creates a magical connection!

Going beyond customer service to customer obsession creates a memorable experience that creates an intangible in the minds of customers. It is an experience, and the feelings one has about that experience. It cannot be pre-empted. It is strategic - as it establishes the magical and intangible connection between your customer, your brand and your enterprise. Create the experience that creates the intangible connection.

4. Calculate the benefit of a life time customer.

Typical purchase x regular frequency x number of weeks x the number of years = potential revenue from a life time customer. Groceries = over $200,000, Autos = $400,000 +, electronics = $250,000 +, daily tall latte with room to go = $10,000. What is your life time loyal customer worth? Then what about their positive referrals. Do the math and then you can see your $150.00 customer as a $150,000.00 customer, and then treat her that way.

5. No sale is ever final!

To clarify - if for any reason a customer is not 100% satisfied with my (our) product or service we will make it right (to their 100% satisfaction) or we will give their money back, no hassles, no problems, no nonsense. When you (valued customer) choose to spend your money with us we will guarantee you will be satisfied, no matter what.

6. What else does a customer want?

A smile, a thank you, that’s what many of us consider standard. An apology when things go wrong, asking if everything is okay, offering extra services or products. A customer knows when you’re THERE, when you are fully engaged in the interaction, just as they know when you’re really thinking about lunch, or your car payment, or the movie you saw last night. You CHOOSE what you’re bringing to work each day. Engage, care, be considerate, choose to show up and be there!

7. Manage your moments of truth

The moments of truth in business: "Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression." Identify all of your customers' moments of truth, those you and your employees control, and all others. Seize every one of them, even if they are initially moments of misery, as opportunities to show how good you and your organization are! This will go a long way in building long-term customer loyalty and total customer satisfaction.

Wow! If you get these going you're almost there, and we only have 994 ways to go!