Who has the most out-of-this-world customer service in your city?
If you’re like 80% of people I ask that question, no one comes to mind.
Yes, that’s sad. It’s also an opportunity, but before you can be that company, you need a frame of reference. How much do you pay attention to customer service? You need to start.
Set A Customer Service Baseline
If you want to begin to understand what truly delightful shareworthy customer service is, you need to become mindful of and even critically think about customer delight.
Keep a notebook with you – or use an app on your smartphone – and keep track of every interaction you have with companies for a few days or more.
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. Compare. Contrast.
But don’t be surprised when most of your experiences sink into the pit of mediocrity – which has never been wider or deeper.
But remember, that’s your opportunity. Become the company people in your town mention when the subject of legendary customer service comes up.