Do these 4 things to avoid any Bad Moments with your
customers.
1. Engineer their experience – Carl Sewell
has a chapter in his book Customers For Life called “Systems, Not Smiles” where he covers the fact
that having the right systems in place will help ensure a great experience for
your customer. He claims that systematic approaches are 80% of customer
service, and I agree with him 100%.
You want
your customer to be able to flow through the process of interacting with your
company. The best way to make sure your system flows is to walk through it
yourself. I covered this in a previous blogpost, Improve Your Customer Experience Today. Make sure
that you have the right systems in place. Remove all obstacles!
- Tell
‘em what your going to do for them, and them make them a promise – Tell your customer about the experience they’re
going to have and then look them in the eye and tell them what you’re
going to do for them. Let’s say that you’re the only bellman and there are
two guests checking into your hotel at the same time. When the first Guest
is ready to go, tell the second Guest:
“I’m going to help these folks up to their room with
their stuff. When
you get done checking in, feel free to head on up to your
room, and I’ll
be right behind you with your bags.”
Or, let’s say you work in a clothing store, and a
customer hands you a claim ticket to pick up his altered suit:
“I’ll grab your suit, and get you into
a fitting room. Then I’m going to make sure that it fits you like it’s supposed
to. I’ll be right back.”
Tell them what’s going to happen, then look them in
the eye and tell them what you’re going to do for them during this process.
- Deliver more – Certainly deliver everything you’ve promised, but if you stop there, how memorable was that interaction? You have met their expectations. That’s like getting a “C” in school. You have to go above and beyond, you have to deliver more.
In his book What’s YourPurple Goldfish Stan
Phelps introduces a Creole word “lagniappe” (lan-yap) which means “the gift” or
“to give more”. The extra thing could be a tangible item, or simply some bonus
information. The point is, you MUST give them something of value that’s
unexpected.
- Tell
‘em what you’ve done - Make sure to
tell them about the extra thing you’ve done for them. It’s not bragging
it’s just informing them. If they’re unaware of it, it didn’t really
happen. It’s like that old saying, “If a tree falls in the forest, and no
one hears it, did it make a sound?”
Don’t just fold their merchandise and wrap it in
tissue before putting it in the bag, as you hand them the bag say, “I just
folded up your stuff and made it look all pretty for you.” The first part of
that sentence conveys the gift that you’ve given, but the most important two
words there are the last two: for you. That’s what makes it special.
If you do the above four things every time with every customer, they will have zero Bad Moments. Combine that with the information in last week’s post, and
you’ve got a formula that will ensure a great Customer Experience every time.
Deliver consistently at this level, and you will become the service superstar
in your industry.
Tune in next time for more adventures from a Service Superhero.
Remember, I can transfer my abilities, or Superpowers, to anyone that truly wants them. Let me know if you'd like to set up a training seminar for your service team, so you can begin to deliver "Superhero Service" to each and every one of your Guests.
If you agree or disagree with anything I’ve said here, or would just like to share a Service related story or insight, I'd love to hear from you. Please post a comment below.
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