Have you ever wondered how things would change, if every company you dealt with, treated you as if you were the husband or wife, parent or child, of it’s owner?
Most companies genuinely try hard to make the customer experience as good as possible, but many set their gold standard for service, too low. This is because they allow the typical customer experience within their industry or profession to determine what counts as either good or average.
However, by treating all customers and prospective customers as if they were the bosses nearest and dearest, a company will find itself cranking the customer service up to a new level!
Word of mouth
As I have said many, many times before, if you want to get people talking about you and spreading all that valuable word of mouth publicity about you, you need to be remarkable (or remark-able). One of the finest ways to get people talking about you, is via industry leading attention to customer service excellence.
I was prompted to write this post, after speaking with the chairman of one of the UK’s biggest retail companies yesterday afternoon. He told me about the way his wife had been treated, when she and a friend were visiting one of his high street stores. Apparently, they had to wait an age to get served and when they were served, the service was pretty average.
When they were paying for their purchase, the store manager recognised the chairman’s wife and went over to introduce himself to her. He asked what she thought of the service, so she explained it had been worse than she expected. At this point, the store manager said;
“I’m sorry. The shop assistant clearly had no idea who you were!”
The chairman’s wife (a former marketing director of the company) replied;
“surely the default position should be that EVERYONE who enters the store, is given the best quality of service possible?”
The marketing power of great customer service
I believe there’s an opportunity right now, to blaze a trail in your niche, by working hard to massively exceed the expectations of your marketplace. I believe that by reviewing every step of your business, which is visible in any way to your clients or prospective clients, and looking for ways to dramatically improve the service you render in that area, that you can massively increase the amount of referred business you attract.
You can also improve your attrition rate (how long someone remains a client or customer), improve morale within your company and gain a bulletproof reputation for excellence.
What do you think?
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