How do we provide Extraordinary Customer Service? Look at it for what it really is: "Extraordinary" is simply "Extra Ordinary" Customer Service. Simply do more of the basics when it's appropriate.
Let me share an example: This past Saturday afternoon, while putting air in one of our car's tires, the valve stem broke. My husband changed the tire, but noticed that our spare tire wasn't fitting quite right. So we drove to a nearby tire and muffler repair store to see if they could fix the valve stem. However, it was 3:05PM and they had closed at 3:00PM. The employees were all walking to their cars as was one of the managers. Not really anticipating any help, my husband asked the manager if there might be some chance he could help us. We were 20 miles from home and we didn't want to risk the spare tire not holding tight. Without hesitation, the manager said, "Absolutely."
My husband and I looked at each other in shock and thought, "Wow." Within 15 minutes he had fixed our tire and helped change out the spare. When we tried to pay him, he said "No charge today. We're closed." Then he smiled and walked away. Extraordinary.
What Extra Ordinary Service can your staff provide customers? Can your staff great each customer they pass on their way to the break room? Could staff call customers with interim updates on the project status just to ease their minds? What would happen if staff started talking to customers instead of to each other when they were "servicing" customers? What little things can your staff do that cause your customers to think "Wow."
Liz Weber is the President of Weber Business Services, LLC. Visit http://www.wbsllc.com for additional information.
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