With COVID-19 challenges impacting every person and business around the globe, now more than ever, Customer Service is critical to business survival and success.
Organizations that build Remarkable Service demonstrate value to their customers, even before the ‘cheque is cut’, and do little things that make all the difference. Remarkable Service must be part of your business team’s DNA as it creates higher overall customer satisfaction, which keeps your customers coming back again and again.
The little things may be habits or behaviors that are routine in your business. Your employees do them at just the right time and they seem to find joy in doing so. Some examples include: carrying out the products to the customer’s vehicle; stopping what you are doing and focusing totally on the customer that you are interacting with; offering the customer a coffee; showing someone where the restroom is, not just pointing; following up via phone after delivering service to a customer, and many more.
As I have observed over the years, businesses that provide Remarkable Service tend to have happier and more satisfied customers who tell others about their service. Ultimately, this creates stronger customer loyalty and overall satisfaction. As a general rule, their businesses run more smoothly, their teams are more engaged and helpful, they retain great people, and they are able to weed out the poor performers that don’t buy-in to that standard of Customer Service. By employing the ‘best of the best’, they have cohesive and aligned teams that constantly strive to serve the best interests of their customers. They likely have better sales/revenue performance than a business without Remarkable Service, and customers receiving Remarkable Service tend to be less price sensitive.
The team that delivers Remarkable Service definitely has extra passion to make it all about the customer and they love what they do by demonstrating a HOSPITALITY mindset. This is all about how you make your customers feel when they enter your place of business. Customers tend to remark about the little things and there is usually a consistent theme, and consistency can win the day when it comes to creating Remarkable Service!
Take the time now to think about your business and how the little things can make a difference for your valued customers.
Five little things we do well:
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Five little things we need to improve upon:
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