Much is written about understanding a customer’s journey through an organization’s service processes. Organizations train for a friendly customer greeting and effective hosting. They scrutinize associate handoffs and communications. They send out customer surveys and install suggestion systems. In the healthcare world, much is spoken about bedside manner, patient rights, and efficient wayfinding.
It made me think about the many times we completely miss the mark when serving customers. We fail to be attentive to what matters most to them, desiring instead to serve them what we want them to want. We try to force fit our systems and processes grounded in convenience to us even though it creates dissonance and angst for the customer. We make it hard for them to give us their money.
One of the most famous automobile dealerships in the world is Sewell Village Cadillac in Dallas, Texas. After calculating the lifetime value of a loyal buyer, owner Carl Sewell, author of Customers for Life, said, "If the typical happy customer spends over $300,000 in...
Walk a bit on the wild side with your customers. Instead of recommending the predictable service buffet, deliver an experience more like ice-cold carrot juice with fresh ginger root! Take your customer on a memorable adventure and they will return with their fidelity and funds.
Clairvoyance is all about anticipating customer needs and creating an experience that causes customers to notice the special superpower.
Most businesses want to attract more customers and keep those customers for as long as possible. It’s the combination of acquiring a growing customer base and retaining each customer long-term that makes the biggest difference to an organization’s success.
Customers today are at great risk of all manner of danger–physical, emotional, and financial. The TLC you provide them will determine if they are encore customers, returning with their patronage, and bringing along customer seedlings to brighten your reputation and enrich your revenue.
Sunshine service involves making the customer the center of your attention like the sunflower does the sun. It means channeling your service energy to best respond to the customer’s needs and expectations. It means not being distracted while maintaining your laser-like focus. And customers are so warmed by the special attention they gladly give you their loyalty and their funds.
Don’t build your business around the infrequent “bad apple” (pun intended). Trust your customers and they will trust you back.
Employee empowerment is not given; it is inspired. It is not bestowed; it is nurtured. Show the true meaning of leadership through your authenticity, role model, humility, and courage. #ServeCareLove the world.
Great leadership requires courageously standing for what you believe and ignoring the expedient, convenient, easier, safer, or risk-averse routes. It involves taking the high ground with its allegiance to values. And it requires the recognition that leaders walk in a spotlight. Their associates watch their moves, not their mouth. As humorist Will Rogers said, “People learn from observation, not conversation.”
Customers love volunteer service—something that occurs without regard to pattern, agenda, or marketing plan.
Customers love getting service delivered by passionate associates. Research shows they abhor indifferent service even more than they hate bad service. Bad service can be explained as a byproduct of factors beyond the influence of the frontline persons. Indifferent service, on the other hand, signals one clear and present message—the lack of caring.
It all started when we drove up to the speaker menu at a quick-service restaurant. "Can I take your order?" the attendant coldly barked. When my wife, on hearing the deep voice of the attendant, politely said, "Thank you, sir," she got back a sharp, "It is ma’am." She...
"What is your terminal degree?" she asked me. I was taken aback. "You make it sound like I am completely finished with learning," I replied, trying my best to sound like a stern professor. My favorite hobby is volunteering as a board member of a nearby writers’...