In a recent HRTools.com Insight, I made suggestions for how employers can appreciate their employees. Now let’s look at appreciation from the standpoint of remembering to appreciate our customers.
You don’t have to give your customers constant rewards and recognition – just give them the best possible service and let them know you appreciate their business.
A funny example of what not to do is reflected by a TV commercial showing a call center, with the operators repeating, “Don’t know, don’t care, transferring…” over and over. Sadly, that shows the attitude of some businesses that don’t consider excellent customer service as being important.
We’ve all seen the nightmarish, and sometimes funny, videos posted online and on YouTube showing service reps who are rude and obnoxious; and one even taking a nap on a customer’s couch. Others show weary salespeople facing equally weary customers in long department store return lines. The Internet is full of Web sites where we can make complaints and sound off about almost anything. And these days, don’t forget that anyone with a cell phone is an instant member of the paparazzi and can video or snap pictures of anything.
One of my very favorite examples of excellent customer relations is when I go through the drive-through at a local chicken fast-food restaurant. I don’t necessarily like the food that much better – but when I pick up my order, get my change and thank them, I just love hearing them say, “My pleasure.” And I can count on hearing it every time. It makes waiting in line worth it, and makes me want to return.
So…let’s talk about how to make sure our customers don’t have a reason to sound off about our service. All our efforts should be focused on providing excellent service every time. And more than that – we could take it a step further – from providing customer service to building a customer relationship.
When I think of exceptional customer service, I recall Mac Anderson’s “TOP 10 most important words to earn a service reputation”, from his book, Customer Love:
“The 10 phrases from my friends at Walk the Talk are an illuminating reminder of how uncomplicated it is to make customers feel loved. People don't care how much you know, (or what you sell, or what type of service you provide) until they know how much you care!
“The 10 most important words:
"I apologize for our mistake. Let me make it right.
“When something goes wrong, most people merely want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.
“The 9 most important words:
"Thank you for your business. Please come back again.
Repeat customers cost less than new customers and are often more loyal.
“The 8 most important words:
"I'm not sure, but I will find out.
It's ok if you don't know the answer; it's not ok to make the customer keep searching for it. That's your job.
“The 7 most important words:
"What else can I do for you?
Be prepared to go the extra mile, there is less competition there.
“The 6 most important words:
"What is most convenient for you?
Your customers will be pleasantly surprised when you ask what's convenient for them.
“The 5 most important words:
"How may I serve you?
This question reinforces your role in the relationship. Play that role the best you can.
“The 4 most important words:
"How did we do?
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
“The 3 most important words:
"Glad you're here!
Customers who feel welcome spend more time, more money and are more likely to return.
“The 2 most important words:
"Thank you.
Basic manners... but how often do you get thanked when you're the customer?
“The MOST important word:
"Yes.
Become a yes person.”
This pretty much sums up the importance of showing customers you care; not just once a year, or every so often, but every day, with every service opportunity.