Delivering Fantastic Service!
Darryl Gee
Fantastic customer service is a friendly smile, it’s a warm
greeting, it’s a caring attitude, it’s aimless small talk, it’s
genuinely going the extra mile, it’s truly understanding the
other person, it’s cheerful enthusiasm…
Fantastic service is what makes customers want to shop with you
despite a higher price or the inconvenience of distance. Even if
you are providing a lesser quality product or service, fantastic
service can help you compensate for it. It gives you an
incredible, low cost competitive advantage.
To test whether you are providing poor or fantastic service
take an honest look at your business and answer these three
basic questions.
1--Are customer greeted in a warm and friendly manner? And are
they greeted immediately?
2--Are your people sincerely and enthusiastically focused on
customers and their needs?
3--Is “Thanks You” a phrase that is used at the end of every
transaction?
While poor customer service may not kill a business, it will
hinder your efforts to grow your business. Many managers have
no clue that they are providing poor service. Answering the
above questions will give you a clue as to where your service
stands.
To improve your customer’s experience, start by changing
yourself. Change your attitude when handling customer issues.
Be friendly and liberal versus stern when implementing policy.
This may require you to convince yourself that you can afford
great service. Do the math and discover that it will cost you
less to take care of that customer now and build a life long
patron. Set the example by regularly chatting with customers
and enthusiastically pitching in to solve hard problems.
Next challenge your people by asking them to step up their
game. Catch them providing great service and provide some
simple verbal recognition. Constantly bring up and talk about
how important it is to set yourself apart with great service.
Create a bulletin board in your employee only area, and post
positive comments from customers - if a customer verbally tells
you something great, type it up and post it on the board. For
employees that just don’t get it try to understand why and help
them with some training, coaching and counseling.
You should now be on your way to providing fantastic service
and increasing your sales. Starting with your next customer
start building that essential service foundation today.
Copyright 2004 - Darryl Gee
About The Author: Darryl Gee has 18 years of sales and
management experience. He shares his entrepreneurial and
corporate management expertise on his website
http://www.madmanager.com
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