We're two friends who got together with the common belief that businesses and customers can be better to each other.
Here's a guide for businesses on how to give unforgettable customer service (and customers will enjoy it, too).
If you're a customer who'd love to get unbelievable service, hop over to our other lens while you're at it. There's another link at the bottom if you're not finished reading yet.
If you'd like more people to hear this advice, share it! You can also help by scrolling down a few inches and clicking "Favorite it" on the right side of the page. Thanks!
Here's a guide for businesses on how to give unforgettable customer service (and customers will enjoy it, too).
If you're a customer who'd love to get unbelievable service, hop over to our other lens while you're at it. There's another link at the bottom if you're not finished reading yet.
If you'd like more people to hear this advice, share it! You can also help by scrolling down a few inches and clicking "Favorite it" on the right side of the page. Thanks!
Treat People like People.
Duh.
Don't treat them like market demographics, actionable sales, disposable toilet paper... well, you get the idea.
See, your customer gets treated like a person every day, but usually by friends and relatives. It may seem obvious to you, the business, when we suggest treating people like people. It should be.
But from the stories we've heard, it's not so obvious to businesses as you'd think. Even so, the customer really sees a difference between your business and a trusted friend.
What if they didn't?
The way to truly impress customers and keep them coming back is to treat them like people you love, not dollar signs you want to own.
See, your customer gets treated like a person every day, but usually by friends and relatives. It may seem obvious to you, the business, when we suggest treating people like people. It should be.
But from the stories we've heard, it's not so obvious to businesses as you'd think. Even so, the customer really sees a difference between your business and a trusted friend.
What if they didn't?
The way to truly impress customers and keep them coming back is to treat them like people you love, not dollar signs you want to own.
Loading poll. Please Wait...
The customer is why you do business
--not HOW you do business.
So often when people stock shelves, perform maintenance work, or fix computer problems, they treat customers like a nuisance.
The customer is NEVER a nuisance, they are never inconveniently walking where you need to sweep and they are never interrupting your more important work to ask you a question-- job training should involve a friendliness policy.
Beyond that, the customer should be WHY you do business, not HOW. They are not the means to the end, but the end itself. This is a top-down sort of rule, though; if the number crunchers at the top aren't thinking about the customer's well being, it will be that much harder for the grunts down the line to care at all.
The customer is NEVER a nuisance, they are never inconveniently walking where you need to sweep and they are never interrupting your more important work to ask you a question-- job training should involve a friendliness policy.
Beyond that, the customer should be WHY you do business, not HOW. They are not the means to the end, but the end itself. This is a top-down sort of rule, though; if the number crunchers at the top aren't thinking about the customer's well being, it will be that much harder for the grunts down the line to care at all.
The customer has friends
...and a blog, and a paper column, and a...
It used to be that people dressed up the restaurant just right when they heard the food critic was on the way.
Well, the game just changed (something about an "internet" -- it's been all over the news), and now the food critic is always around. Every single customer is potentially connected to a network of reviews, critics, and recommendations. According to the New York Times' recent survey, 1 in 10 adult Americans has a blog.
The food critic is already in your restaurant. Look busy.
Well, the game just changed (something about an "internet" -- it's been all over the news), and now the food critic is always around. Every single customer is potentially connected to a network of reviews, critics, and recommendations. According to the New York Times' recent survey, 1 in 10 adult Americans has a blog.
The food critic is already in your restaurant. Look busy.
Offer your very best
and accept that some customers won't want it.
"Pushy" is what customers say when you offer something a thirteenth time. Customers reject things for three reasons:
1. You haven't made the offer good enough.
You can do a great deal to change this. Add value and try again.
2. You haven't made the offer well enough.
This, too, is within the business's power to change. Improve your message, and maybe the customer will see the value.
3. You've made the offer to the wrong customer.
And you just have to move on. Don't compromise your reputation by hounding people who've said "no" already.
1. You haven't made the offer good enough.
You can do a great deal to change this. Add value and try again.
2. You haven't made the offer well enough.
This, too, is within the business's power to change. Improve your message, and maybe the customer will see the value.
3. You've made the offer to the wrong customer.
And you just have to move on. Don't compromise your reputation by hounding people who've said "no" already.
The customer may be an expert
and sometimes, a great teacher.
But sometimes not-- don't let the customer lead your business strategy down the garden path.
But sometimes, you'll have someone come along who can show you, without a consulting fee, how to serve her better. Listening to this customer will not only improve your relationship with her, but will also enliven your connection with every customer who sees the interaction or its results.
But sometimes, you'll have someone come along who can show you, without a consulting fee, how to serve her better. Listening to this customer will not only improve your relationship with her, but will also enliven your connection with every customer who sees the interaction or its results.
To the customer, every interaction is customer service
...and he's right.
The answer to, "Is this part of the customer service department?" is always yes. Every business transaction will find its way back to the customer in time.
Customer conversation is a constant, trickling force that can either polish or erode your brand. And it's not up to your brand manager to control it; the only influence you have over your word-of-mouth image is to alter the way your business actually deals with customers.
You can spend hours in conference rooms chasing brand strategy and customer relations, but the only way to solidify your marketing message is to make the insides of the business match the outsides.
Hint: you can't cure cancer by changing the bandages. It's going to take surgery.
Customer conversation is a constant, trickling force that can either polish or erode your brand. And it's not up to your brand manager to control it; the only influence you have over your word-of-mouth image is to alter the way your business actually deals with customers.
You can spend hours in conference rooms chasing brand strategy and customer relations, but the only way to solidify your marketing message is to make the insides of the business match the outsides.
Hint: you can't cure cancer by changing the bandages. It's going to take surgery.
Great service is free.
It doesn't have any production costs, so you can afford to give it away.
Gobs of it.
Great service is a two-way street. Learn how to GET as well as you give.
Get something off your chest!
If you're pissed at a store, impressed by a call center, or you've got some suggestions for our lens, we'd love to hear about it. Got a lens you think does the trick on customer service? Tell us! (but don't forget to rate ours, too)
submit
-
Reply
- expert_edge expert_edge Dec 29, 2008 @ 9:59 pm
- Great lens! You share some very helpful information and tips here on providing great customer service. Please drop by my lens and say hi when you have the chance.
-
Reply
- glowchick glowchick Aug 25, 2008 @ 9:41 am
- Excellent Lens! And I say AMEN! 5 stars
-
Reply
- poddys poddys Jun 6, 2008 @ 1:48 pm
- You are right - and if I get bad customer service I never want to go back again. It's important to treat your customers right. 5***** for a good lens.
-
Reply
- HEckhoff HEckhoff May 22, 2008 @ 7:29 pm
- Your lens is spot on! Great job. You captured many of my philosphies and how I run my business. For me it's all about my clients - nothing more! Thanks for the great inspiration.
-
Reply
- mlee09 mlee09 Apr 25, 2008 @ 6:41 pm
- Great looking lens Bert and Jess! Some great tips too. Remember...the customer is always right!
The Customer Service Blog
Recent posts from the Service Blog:
Fetching RSS feed... please stand byOpine:
Loading poll. Please Wait...
by berthart
Bert is a blogger, a student, and an enthusiastic squid. You can find all his web whereabouts at berthart.blogspot.com .
Jess is a marketing student... (more)
Jess is a marketing student... (more)
Explore related pages
Customer Service Reader- A structured guide to the Customer Service Reader weblog, a collection of notes...
Practical Tips for Online Retailers- Starting a business can be thrilling and if you an online based business it is a...
Mail Receiving Forwarding- Mail receiving - forwarding on your mind? This lens offers mail receiving -...
The 100 Absolutely Unbreakable Laws of Business Success- Brian Tracy's book provides valuable information about business success and stra...
Re-Tales of Customer Service- When my mom worked at the service counter of a large retailer, she would tell me...
4 Ways To Prepare Your Retail Store For A Supervisor Visit- Every retail employee and manager knows what the dreaded "supervisor visit" mean...
