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Picture it:  Your customer just walked out of your building and is met by a local newscaster who has placed a microphone at his mouth asking about the level of service he just received…what will he say?

“One of the things that I used to worry about is what my customers would say to my boss if he called them” a former banker once told me.  Truthfully, you should feel confident about a call or a visit made to any of your customers by any level of management because you should know without a doubt that you have given them exceptional service at every turn.

Okay, so you know that without customers and proper branding you don’t have a business.  If your business does not thrive, your livelihood can take a drastic negative turn.  To differentiate your brand, you must go beyond colors, logos and other superficial elements to create a unique advantage in the mind of the consumer.

Consumers have strong expectations and need people to solve their problems quickly and accurately.  Can your customers get real answers to tough questions about your product/service?  Your business should make it clear that it is prepared to fulfill their needs.

During a recent conversation I had with a friend, she said, ““When I call a company (she gave me the name), most of the time I am dissatisfied and get angry about being put on hold for an inordinate amount of time.  Then when someone comes on the line, I land up getting terrible service.”   She said, “In some situations, when I contact them via email, it is even worse.”

When was the last time you walked into a brick and mortar establishment and were welcomed with genuine enthusiasm?   Did the receptionist display authentic interest as she/he greeted you?  Did they introduce themselves and ask your name?

“Pleasure in the job puts perfection in the work.” ~ Aristotle

Now and in the future, customer experiences will focus on emotions, not logic.  In any given sales or service situation, employees choose their own behavior for the best possible outcome for the customer experience.  We should treat consumers the way they want to be treated—and primarily that means they want to be respected and they want to be listened to without interruption.

For too many years, the customer service industry has been guided by archaic rules and processes that don’t suit today’s digital age.  It is important that every organization’s updated customer service philosophy and vision be read, understood, embraced and fervently practiced by your frontline staff, managers, volunteers and the entire C-Suite.   It is equally important to articulate your company’s expectations for ensuring a positive customer experience with every interaction.

Isn’t it exciting to experience a new year with new opportunities to share your customer service philosophy with consumers and to give them outstanding customer experiences at every turn ?

Maybe in 2015 you experienced a few negative reviews or customer service complaints.  But think of it this way: your organization has a new opportunity to review and re-evaluate the training curricula you provide your employees.  You see, I believe that a customer complaint should be used as a springboard for a teachable moment to staff and C-Suite alike.  Never waste the moment !