Who has the most out-of-this-world customer service in your city?
If you’re like most people to whom I ask that question, you can think of only one company or none at all.
Yes, that’s sad.
It’s also a customer service opportunity. For you.
Wanna do something interesting this weekend?
If you want to begin to understand what truly delightful shareworthy service is, you need to become mindful of and even critically think about customer delight.
Keep score.
Keep a notebook with you this weekend – or use an app on your smartphone – and keep track of every interaction you have with companies… at the bank, at restaurants, at gas stations.
When you have a noteworthy experience, think about why it was noteworthy. Deconstruct what made it great or bad.
Ask your team to do the same.
On Monday, get together and compare and contrast.
But don’t be surprised when most of your experiences sink into the pit of mediocrity – which has never been wider or deeper.
I mean, why would you try to escape when you don’t think there’s a problem?
Our service is fine.
We do a pretty good job.
Hey, we’re okay. When we make a mistake, we always try to fix it.
Fish don’t know they’re in water.
It’s a dangerous wasteland, my friends. It’s a narcotic malaise that deadens souls of employees, companies, and customers.
And it’s true for most of the companies with whom we do business.
But remember, that’s your opportunity.
One place near me is the restaurant Seasons 52. They are polite, and genuinely make you feel at home. I always order dinners Low Carb style and they have no issues with doing this and don’t even “upcharge” for the substitution. When they forget to substitute, they apologize and promptly bring out the requested side. No argument, no excuses, just I’m sorry and I will make it right
One place that immediately comes to mind in Columbia, MO, is Tractor Supply. I know it is a chain store, but I haven’t been to any others to know if their exemplary customer service is company-wide or if it is unique to this particular store. Every time we go in, we are asked if we are looking for anything, if they can direct us, and once we are wandering around the store, any staff member who passes will ask if we are finding everything okay or if they can assist us in any way. Very friendly people and a pleasant environment. Another very specific example for this store is that I was looking for some animal antibiotic; I called the store to make sure it was in stock; they checked and even offered to pull the item and have it waiting for me at the front counter when I stopped in later that evening. I guarantee you that you will not get that kind of service at the other Missouri-based “Farm and Home Store” chain.
“Low Carb” = MEAT!
I like your style, Rockmacher.
Thanks for sharing. Have a great weekend.
TSC! Love it! Thanks for sharing, Amy. Have a great weekend.