Archive for the Uncategorized Category

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Surprisingly, “free” is not the most desired word that your clients want to hear from you… “thank you for letting us serve you”, “the cable technician is running early; is ‘now’ a good time for her to stop by?”, “we will deliver your sofa on schedule”, ”tell me how I can make things better for you”, “we have inventory to completely fill your order”.

If you see a pattern here, it’s because the focus is about accommodating the consumer…when that happens, you will establish a pattern for building great relationships and becoming known as the company who gives terrific service.

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“Do not go where the path may lead, go instead where there is no path and leave a trail.” – Ralph Waldo Emerson

Regardless of their position/title at the company, customer service heroes enjoy the challenge to make “everything right” for their clients.  They know them well enough to act on their needs before being asked; they give them a “sneak preview” of new and improved goods and services that will help them.

Customer service heroes are trailblazers who jump into the deep trenches to learn about what makes consumers “tick”.  They offer suggestions for running clients’ businesses efficiently and using key tools to make things happen.

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The delivery of exceptional customer service should not be viewed as a final destination but as a journey in which it continuously offers remarkable experiences for the life of the business/consumer relationship.

Simply put, people spend their hard earned money to purchase goods and services and they believe that, at the very LEAST, they should be met with more than a feeble attempt at being served.

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“I am sorry.  Will you accept my apology and allow me to make it right?”.  When said in a heartfelt manner, those 15 words are impactful and priceless.  I cannot tell you how difficult it is for many people to utter that phrase even in a role play situation.

On the other hand, if you offer an insincere apology, count on it backfiring because it will make the customer angrier…then you’ll really have problems on your hands.

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Winning! Yes, the sound of the word is exhilarating.  Yet it’s very difficult to achieve consistent victory over the competition without a clear vision and strategy for giving consumers amazing experiences.  You must “sweat the small stuff” and give attention to detail; stay on top of quality management.

When customers love your company for what it does and how its done, they’ll flock to it.  That means that mere discussions with the team about quality and customer care is worthless unless it is applied, measured, corrected and delivered in a manner that will exceed the consumers’ expectations.