Would you like service with that?
The older I get the more I expect to receive service – no, let me rephrase that: I demand GOOD service. Call it experience, call it turning into a cranky old #$%$ but when I pay for something, I expect to receive the product encapsulated in good service.
I thought I was the only one who feels like this. Can you imagine my relief when I saw this documentary about Grumpy Old Women on tv last week? It is bitter-sweet at it does confirm that I am getting older (I prefer to use the term ‘more experienced’ ) as I recognised most of the examples they gave (and agreed with them as well). But it also confirms that there is a large group of customers out there that are unhappy with the level of service that they receive. These customers walk away from stores because of the poor level of service. They vote with their feet.
From a business point of view this group of 40-year-old women is important. After all they have money and are not afraid to spend it!
Providing good (or even remarkable) service is NOT hard. All you need is some creativity:
- Surprise your clients with little extra’s.. have short lines at the checkout … carry something for them… call your clients by their (first) name
- Anticipate needs; when you run an ecommerce business your clients will probably buy from you because they are busy or prefer the convenience of shopping online. Provide them with speedy turnaround times and be approachable for questions and concerns.
- Be there for your client; do NOT answer the phone when a client is standing in front of you. Or when you are on a non-business call while a client walks into your business, HANG UP THE PHONE. You are there for the customer – 100% in body and mind
- Communicate pro-actively; tell your clients what you can and can not do. Let them know when to expect the delivery to arrive and keep them informed when there are changes to this timeframe.
And most of all: make your clients feel special!
For examples of what real people say about remarkable customer service go to this youtube channel. Some of the answers will amaze you!
