Today I’m going to tell you about a business tool that you can use to gain a competitive edge over your competition, no matter what kind of product or service you sell or marketplace in which you operate. Customers will drive farther, wait longer and even be willing to spend more to do business with companies that offer this important advantage … customer service. It may sound simple, but it’s consistently true – companies that deliver a better customer experience have an edge in attracting customers and gaining their loyalty.
You probably are familiar with companies that are known for delivering amazing customer service and might feel daunted by the prospect of attaining such a level of service in your organization. But read on, and once you know the secret, you’ll realize that you can do it, too.
First, you need to understand that amazing customer service does not mean delivering an over-the-top WOW moment for each and every customer. The real secret is this: consistently maintaining a level of customer service that is a little better than average. What makes "above average" service "amazing" is the consistency – when every customer interaction is at least a little bit better than average, it creates confidence and drives customer loyalty.
Understanding that amazing customer service doesn’t require you to WOW every customer means realizing that providing outstanding customer service is within reach of any business. Yes, opportunities to offer over-the-top service will arise, and you should take advantage of them when they do. But, what will set you apart with most customers is simply being better than average, all of the time.
Think about it. How would it even be possible to deliver a WOW experience to every customer? Generally, those happen when there is an unusual situation in which an employee can fix a problem or address a special need. But the best companies don’t just sit around waiting for that to happen. They strive to "operationalize" customer service and ensure they offer above average service at every "touch point," or interaction, a customer has with their organization.
That means customer service is everyone’s job. It isn’t just relegated to a department, or reserved for front-line employees, owners or management. Everyone has the responsibility to be a leader and a role model when it comes to great customer service. It means having the right system in place and the right people who understand and follow a dedicated customer service philosophy. They must have the right mindset. Only then can you be sure that every customer is receiving above-average service, every time.
So, do you want to be amazing? Hopefully you now understand that it is within reach and what you need to do to achieve amazing customer service in your organization. It takes focus and a constant attention to detail. Try it, it works! Provide service that is better than average – every time – and watch customer confidence and loyalty grow.
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com. Shep’s new book is Amaze Every Customer Every Time.
Used with permission Copyright ©MMXIII