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Customer Service
Having worked closely with Dad for 6 years now, I’ve had the benefit of learning from his commitment to personal service and ‘doing the right thing’ day in and day out in his business. As an augment to this osmosis style of learning, we’ve picked up a few principles along the way through various other outlets and sessions. You may appreciate the following concepts regarding service…
When you talk about your relationships with your clients (and their opinion of you), we need to remember that it’s not necessarily about how hard you work… it’s about perception. Most of your clients don’t make decisions or observations rationally, they make them emotionally. They must FEEL that you care. To that end, create opportunities to DEMONSTRATE your commitment to their absolute satisfaction. Otherwise, you’re the only one who appreciates your own efforts!
Analyze the buying or selling process for a client from start to finish and ask: “What do my clients want from me at each key point in a transaction? What are their expectations? And how do I exceed them?” By proactively analyzing the process, we uncover opportunities to intentionally create customers for life.
When and if you run into a problem - get excited! They are golden opportunities to reinforce your value to your client. Apologize first, then sincerely and intently listen to try to understand their feelings, and then give them a specific time when you will get back to them with a solution. Be very careful to under-promise and over-deliver. You’re better off not committing to a solution, than promising to follow up and missing your target time/date.
Remember Disney World’s estimated wait times… at the Space Mountain ride the posted wait time is always 15 minutes longer than the actual wait. More often than not, the patrons are pleasantly surprised that the wait wasn’t nearly as long as expected! If you remember nothing from this post - remember to create opportunities to exceed expectations.
Posted on 05/22 at 02:30 PM
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