Today, you have to do more than satisfy customers, you have to create an experience the customer will rave about and also tell others about. This has to be a mindset in the culture of the business. People will make the difference. A great experience for the customer will be the result of the attitudes of the people in the business.
Here are four initial anecdotes to begin developing a business climate of great service being first:
- Employee + Service Experience + Products-Service must come before product.
- What qualities make a great associate-Associates must be knowledgeable and confident, they must have a positive attitude, and they must have a passion to listen, learn, and grow to be their best.
- Empower your associates-Associates have great flexibility to do whatever it takes within the boundaries of the business, but they are also expected to seek guidance when they're unsure of themselves or need coaching to grow.
- Place emphasis on educating versus training-Associates must learn to place the customer first, engage with warmth, use good judgement.
As customer service providers, we touch many people everyday. Each interaction is an opportunity to make each visit a little better than the last. And when we make people happy, they tend to pay it forward.