Customer service is at an all time low. The bar js so low that all a company must do is provide adequate customer service and they will survive. But the way to succeed and thrive is to provide exceptional customer service. It’s all in the title of Jeffrey Gitomer’s book ” Customer Satisfaction is Useless, Customer Loyalty is priceless “.
On a daily basis I personally encounter bad customer service. It is not necessary to seek it out, it manifests itself regularly.
Well here is the statistic that should be taken very seriously. This is the single most reason that companies are going out of business on a weekly basis.
Let’s consider some examples.
- When you are a regular customer at a major department store, and the cashier huffs and puffs when you are attempting to make a purchase and asks why the clerk told you to come to her cash.
- When you go to a car wash and the ticket doesnt work and it takes 15 minutes to solve the problem.
- When you call a major tech company who has been billing you six months after you cancelled their products and they keep you on the phone for 30 minutes and cannot solve the problem.
- Walking into a restaurant with 8 people scurrying about and no one to greet you at the door.
- Watching 9 people behind a pharmacy counter doing busy work and no one serving the customer.
So the cost of bad customer service goes well beyond the individual customer. Word spreads fast. Sites like Yelp aand Trip Advisor can sink a restaurant or hotel.
But I will promise you one thing. If you escalate to a supervisor or manager and are willing to have patience, you will generally succeed. Kudos to the National Bank, Telus, and Walmart for excellent customer service.
The bar is at poor. It’s really not that complicated. All you have to do to be successful is simple.
- Answer your phone promptly
- Greet guests at the door
- Do what you say you will do
- Arrive on time
- Inform in advance the cost of the work to be done
- Be proactive
- Act or at least pretend that you genuinely care
- Customers in front of you are more important than those on the phone
- Underpromise and overdeliver
- Deliver the wow so the customer will remember and talk about the experience