I’ve had these rules in my files for ages and I’m not sure if I wrote them (a senior moment!) or if I gathered them from somewhere. So, if they’re your creation please let me know so I can acknowledge you. That said, they’re too good a reminder not to use.
1. Keep them coming back. Ask customers what they want and give it to them again and again.
2. Go for efficient systems as well as smiles. A friendly, polite approach is great – but only systems can guarantee that you’ll do the job right first time, every time.
3. Underpromise and over deliver. Customers expect you to keep your word – but if you can exceed it, you’ll delight them.
4. Forget about a consumer relations department. Give every employee that deals with clients the authority to deal with complaints. Then support them and the decisions they make.
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5. Encourage your customers to tell you what you’re doing wrong. If there are no complaints, something’s wrong.
6. Measure everything. Football teams do it, basketball teams do it, and cricket teams do it. You should be doing it too.
7. Make them say “WOW!”. Do something during the sale or after delivering that they don’t expect. Like a follow up phone call to ask “Is everything okay?”.
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