What Is Great Customer Service?
What is Great Customer Service? I asked several service business owners that question……..and here are some of the responses I received.
“Making your customers happy and giving them what they want”
“Doing a great job at the customer site and cleaning up afterward”
“Understanding our customers desires and delivering that!”
One of the most respected management trainers; Peter Drucker defines quality as
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
PETER DRUCKER
Wise words all. If you read those answers again it all goes back to the Desires, Perceptions and Wants of the customer. So how do you know what the customer wants?
How about something like this? “Thank you for your business today. Is there anything we could have done better or differently to make the experience better for you? If so, I would appreciate you letting us know. If you were wowed by our service (our goal) we would appreciate it if you could let your friends, family and coworkers know about us. In fact here are some coupons for you to give them as a means of introducing us to them. Thank you”. (asking for the referral)
You can do this verbally or if it is more comfortable for you at first, you can accomplish this by using a “leave behind” card printed with the same words. Could you do that?
Could you do that and really listen? Collecting the information and not doing anything with it is crazy. That would be like asking for directions and going the other way. Your clients hold the secret to the perceived value in your service. The responses and perceived values will vary among your clients. If you analyze the data you will find common themes that resonate about your business. Make the needed changes!
Heed the wisdom in your clients words and you will be amazed at the difference in the way you run your business and the way your customers respond to you.
Then there is the “What is great service?” web sites that never ever seem to answer their own question. Here is one I particular liked. It was in the list of one of the xxx things you must do for great customer service,
“be memorable”. What the heck does that mean? What if you are memorable for the wrong things? I certainly would remember a service person that picked his nose and passed gas while in my home. But I don’t think that helps his business.
The bottom line for great customer service always, always goes back to the client.
What do they think?
Are you solving their problem?
Are you meeting their needs?
Talk to your customers and ask them “How are we doing?” “What can we do to better serve you?” Do not miss an opportunity to talk to your customers. Whether they are calling to complain or calling to say thanks, engage them in conversation to find out what GREAT CUSTOMER SERVICE looks like.
So WHAT IS GREAT CUSTOMER SERVICE?
ask your customers,
THEY HAD THE ANSWER THE WHOLE TIME!
