Love Your Customers
I've got a question for you: How do your customers feel when they do business with you? After they leave an encounter with your company, do they walk out and say "WOW" and are anxious to tell a friend and spread the good word, or do they walk away feeling frustrated, angry or a little bit depleted?
In today's environment ... the ultimate test of Customer Service is either show them the love or they will walk!
Given the economy, the recession ... everyone wants more for their precious buck! Today, it's about the customer's experiences.
It's those moments of truth ... any interaction a customer has with your organization that makes or breaks the customer relationship.
Do realize great service is the only way to keep them ... finding ways of making the service memorable.
Right now in the moment ... great Customer Service is about showing the "Love."
When a friend and/or guest enters your home ... you greet and welcome them, with a smile and make eye contact. You go out of your way to make that guest feel comfortable in your home. You are attentive.
Sometimes when we enter your place of business, no one is paying attention to us. No one is being attentive to our needs.
Part of "Loving your Customers" is knowing what not to do ... the things that irritate almost all of us when we're on the customer side of the counter. When we're in the "serving" role, it can be tough to see our potentially irritating behaviors through our customer's eyes.
You may have to hunt down an associate and ask, "Excuse me, do you work here?" and many times the response may be, "Yeah, what can I do for you?" You have probably made some of the same observations I have, such as:
- Finding employees talking to each other and not the customer
- In a too long line, you find "Register Closed" signs
- Not saying "hello"
- Finding an employee not knowledgeable about the company's products or services
You and I both know that this list can go on and on and on.
As a company, we want the business, but our attitude and actions show we do not want customers in our store ... Where's the Love?
Here's the tough part, it is all based on their perception of the value you delivered whether that value was tangible or intangible.
Some time ago, I spoke to a customer service associate in a retail establishment, who told me that he used to welcome every customer that entered the store, but figured it wasn't worth it ... "since some customers didn't seem to be appreciative, plus I got tired of saying 'hello' so many times a day." Ouch!
Let's talk about this ...
Greeting every person that enters the store:
This one of the most basics practices of great Customer Service - with this practice, you are putting me, the customer at ease and making me feel comfortable. If it's unfavorable, you may have lost me forever, but on the other hand if it's favorable ... WOW! ... Look at Wal-Mart ... a greeter at every store!
Remember, it doesn't matter what you do, but how you do it.
When Customers walk into your place of business, they want to feel welcomed ... it doesn't have to be a canned speech, but make it uniquely yours. And above everything else, always thank people for waiting!
"Showing the Love" ... simply means making the customer feel you have all the time for them, believe it or not, it won't take that long.
Every customer is important and should be treated as such ... Just think of what it would be like for each person that walks into your business to be treated like a "VIP."
In the end, it's up to you: Will you be "Showing the Love" to your customers? Let's try it: "Hello, I'm glad to see you today!"