|How to be a 5 out of 5 in Outstanding Customer Service|
Recently I had the absolute pleasure of having the BEST customer service experience I’ve had in years. I took my car to a new mechanic for a service. This is where I met Con & Marlen at Euro Automotive Services in Sydney. What was it that made it the best experience ? They cared! yes a long forgotten art in customer service. They went above and beyond my expectations. Lending me a loan car, taking my car into the mercedes dealer for parts. Taking the time to advise me certain parts were still actually under warranty. They actually cost themselves money to save me money, however would I ever go anywhere else? No, and I have told anyone who will listen how fabulous they are.
What are some of the things you can implement in your business today in order to be delivering outstanding and memorable customer service? Well, I have learned to:
Over-deliver (do more than you say you will);
• Exceed expectations (by constantly changing / evolving / improving the ways in which you exceed expectations as your business and its process become more profitable and
• Do the simple things well (customer service has slipped so far these days that even simple things such as regular calls to keep in touch and see if they have any complaints or concerns can really surprise them and make them feel valued); Look at all the simple things you do in terms of your marketing promotions and think about how you can make simple gestures stand out. For example, we receive so many impersonal Christmas cards from corporates and contractors they become meaningless. Something as simple as sending a handwritten Mother’s Day card or Easter card with a personal message would instead be memorable;
• Be a bit old-fashioned (in this modern age of text messages and emails, why not try something radical…and post a handwritten thank you card by snail mail. Most people only ever receive junk mail or bills by post nowadays (even birthday cards are often electronic now). I have found that a lot of people don’t even realise how much they miss receiving something lovely in the post…until the day they get a totally unexpected handwritten thank you card through their letterbox and it makes them feel like a milliond dollars. I have carried out this simple old-fashioned act of appreciation for years and it is something that many other top performers swear by.
|Last Updated on Saturday, 21 March 2009 23:08|