8 Easy Ways to Delight Your Customers!
Transcript:
Hi! Welcome to today’s training! If you’ve followed me for any time at all, you’ve heard me say that customer service is dead. Today, it’s platinum touch, which is defined by creating an experience that creates loyal fans. And it’s not really that hard. We just don’t do it consistently. Or maybe we don’t have it written into our company culture and core values. Smart businesses recognize that each customer is unique and valuable, that how they are treated affects how profitable you are, and that going beyond what’s expected is incredibly satisfying.
What exactly is customer service?
Chris Croft, an expert in the field of customer service, blew my mind recently with his perspective. He said that customer service is HOW customers “grade” you because most people assume that you know what you’re doing.
“When customers receive exceptional service, you don’t just earn their business—you earn their loyalty.”
In other words, when I enter an insurance agency, I expect them to know how to write my policy. I expect them to give me options based on my specific insurance needs and budget. But I also expect them to treat me well. If they don’t, I will go somewhere else.
And get this—research shows that people will do business with you if they like you even if you have an inferior product! You see, the brain looks for two things immediately: trust and competency. Can I trust this person? Am I safe? And then it’s, “Is this person able to do the job?” Trust is more important because it’s tied to survival. Trust is sparked by a genuine smile, kindness, and being seen and heard.
basics vs platinum touch
Basics in customer service are the expected things that if NOT done will make your customer unhappy. Platinum touch are the unexpected things you do that delight your customer.
Here’s a hint—if you do all of the basics well, you will delight your customer because no one does all of the basics well! In fact, most businesses spend more time thinking about product, the offered service, advertising, new features, websites, etc.
The 8 basics (a.k.a. the expected)
Importance. Make them feel important by acknowledging them and not making them wait long.
Eye contact and smile. People EXPECT you to smile at them. It’s sign of friendliness. Eye contact is tied to number one in that you’re acknowledging them.
Names. Get them correct and use them. Your customer’s name is the most important word to them. It’s what sets them apart and what makes them unique.
Be easy to reach. Answer the phone within 2-3 rings. Have an email signature with your contact information. Be prompt in returning phone calls. I’ll even shoot a quick text to let the person know I’ll call them as soon as I’m done with my current appointment if I can’t answer my phone.
Keep your promises. Call back WHEN you promised. Get that info when you promised.
Inform. Keep customers informed even if it’s bad news or no news. No one…I repeat…no one likes to be ignored or forgotten, especially if you’re a B2B business. Most business owners are D personalities (DISC scale) and being ignored is a definite trigger.
Clean. A clean, well-kept environment both inside and outside sparks confidence. You’d think every business owner would know this. They don’t. I can tell you that I decided I’d not go to an automated carwash again because of the lack of upkeep, dirtiness, and lack of customer service. No smiles. Lackadaisical attitude. Trash everywhere.
Adapt. If your customer prefers text, text. Do they like lots of detail or very little? Observe and take note of your customer and adapt.
in summary
If you think about it, all of these are how you want to be treated when you do business with someone. It’s simply intentionally following the Golden Rule.