Ideal level of service

Posted on November 10, 2010 by David

What are some key words or phrases you would use to describe the ideal level of service your organization offers?

Some examples are:
  • Skilled
  • Excellent
  • Knowledgeable
  • Caring
  • Detailed
You will probably come up with more. 
Now, let’s look at it from the customer’s perspective. Would they use the same words? Would their language be as complimentary?
Looking at your business/organization from the perspective of your customers is a great way to find gaps in service. Plus, if you find them before your customers do, well, won’t you and your customers be better off?
Posted in Complimentary, Customer, Ideal, Service | Comments Off on Ideal level of service

Aliens

Posted on November 9, 2010 by David

No. Not the ones from outer space. I’m using it to describe how a customer might feel after going into a place of business only to find out they are out of stock on a particular item.

Some analysts believe that over $100 billion is lost due to out-of-stock situations in retail stores across North America.

This is alienating our customers and sending them somewhere else.

The number one complaint consumers have about shopping is waiting in line. The thing that frustrates them second most is out-of-stocks.

By having a great in-stock position, you may be welcoming aliens and not know it.

How cool is that?

Posted in Aliens, In Stock, Out-of-stock | 4 Comments

I’ve Got a Secret

Posted on November 8, 2010 by David

I have a secret. Actually, I’ve got THE secret.

It is the secret to good customer service.

Are you ready? You might want to sit down for this one. It’s deep. It’s highly intelligent.

Now that you’ve stopped laughing, here it is.

.

.

.

.

There is no secret.

Countless books have been written about the secrets to effective customer service. But there is no big secret. Everyone can offer great customer service.

And doing it consistently will make you known for offering good service.

Posted in Customer Service, Secret | Comments Off on I’ve Got a Secret

I don’t know

Posted on November 5, 2010 by David

Do you ever have to tell your customers “I don’t know” when they ask you something you don’t know? Hopefully you don’t lie to them.

One of the lessons learned as part of my Disney Institute program on Quality Service involved how some questions get answered.

If a question was asked that could be answered, the answer began with “That’s a good question.” If it couldn’t be answered immediately, the response began with, “That’s a great question.” And they would proceed to find the answer. If a question was asked that dealt with sensitive information, the response was usually “That’s an excellent question” and that was it.

What do your customers expect from you? How you respond when you don’t have the answer will determine whether or not they will become customers for life.

And isn’t that what we want?

Posted in Answers, Customers for Life, Disney Institute, Excellent, Good Service, Great Service, Question | Comments Off on I don’t know

How do you become an expert?

Posted on November 4, 2010 by David

I once was given a definition of the word Expert.

Ex = has been

Spurt = a gush of water

Expert = a has been gush of water

Are you an expert in your field? If you take the definition above, it’s probably not something you would want to put on a resume.

How about a real definition? An expert is defined as a person who has special skill or knowledge in some particular field; a specialist; someone with authority in a subject area.

Do your customers view you as an expert? Do they come to you for advice? If not, why not? What are you doing to change that?

It is up to you to become the specialist.

Posted in Customers, Expert, Has Been | 6 Comments