Well, I promised those who got out of bed nice and early this morning to hear Jurek Leon, the customer service wizard, something to chew on and something to chew over. And that’s what they got. Excellent food for the frame at Giorgio’s (sometime I’ll tell you about an amazing thing they do that no-one else does) and fabulous food for thought from Jurek that I’m sure will have inspired all of the attendees to action.
Here are just a few of the notes I took (and, if you need clarification, Jurek’s email is info@terrifictrading.com and ask him to subscribe you to his brilliant newsletter too).
Customers are continually assessing you, often subconsciously, in many ways.
They assess you based on how they feel at the time and that doesn’t have to be left to chance.
To ensure that you give great service you must understand the formula function– purpose—intention.
For example, a hotel front desk is not there to check people in (that’s the function) it’s to welcome the customer (that’s the purpose) and make them feel great about the hotel (that’s the intention).
Your intention should be to make customers glad they did business with you.
Wow is only one part… they must feel good about you AND themselves.
95% of experience takes place at the subconscious level.
Treat customers as they would like to be treated (not the Biblical thing of as you would like to be treated).
Ask yourself in your business what does extraordinary service look/sound/ feel like?
Understand touch points… where your customers interact with you.
Don’t create negativity when you don’t mean to! (Like starting the conversation by saying that, coz it’s raining, it’s a terrible day!)
Agreeing, just to establish rapport, can be dangerous.
Role play in threes… customer, service giver, observer.
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