Isn’t it beautiful when everything works as it should?
You call your internet provider and they fix the problem on the spot.
Your telco answers the phone within two minutes and can resolve your issue without passing you to three other managers.
Well, last week my friend was at the supermarket ready to buy a vast selection of nuts to take home when she noticed the nut bag stand was empty.
While this is not in the category of being on hold for an hour, it sits in the domain of “customer frustration.”
Actually this one small act of her not being able to put her nuts anywhere, meant she moved on without making the purchase, as did the customers behind her.
This seemingly small oversight actually had a flow on effect for many people, not just the customers, but the nut suppliers and the supermarket itself who all just lost out on potential sales.
We have all heard the saying “the devil is in the detail.” You only start to appreciate the true essence of these words when the details are forgotten.
When you are running a business, you need to deliver on your promise. If you offer a product or service, ensure your customers have a smooth experience accessing them.
This means everyone in your company needs to be trained and motivated to do their job properly no matter how trivial the task may seem.
A radar for detail and exceptional customer service can infiltrate the DNA of every employee. This commitment to service can be imbedded into the psyche of all your company representatives from the day they start to work with your company.
Tony Hsieh, the CEO of Zappos believes that “Customer service shouldn’t be a department; it should be the entire company.”
A Small Act that has had a Major Impact for many of my clients is to have them experience being a customer of their own company. It is then they can truly experience what is missing, what makes their company shine and what they can add to make their customer experience an even greater pleasure.
Please remember – The connection between customer service and marketing is vital as this is often the only place your customers get to experience your brand.
What is your “Bag the details” training strategy?