By David Brewster October 2002
Its amazing how often the simple things that make the difference between ordinary customer service and excellent customer service are overlooked. Particularly when most of them cost little or nothing other than a little focused effort.
As I write this my wife has just told me about an experience which really impressed her today in a health clinic . What impressed? Not the quality of the treatment - that was a given. What impressed was the receptionist who introduced herself, the thought that went into entertaining our young child and the short wait.
Other things that will impress your customers (because they are done so rarely) are:
- a systematic way of taking orders or job requests so that, no matter who takes the details, all the critical information is captured right first time. (Don't you hate that feeling of not being sure whether you were properly understood).
- making promises you intend to keep - and have the capability to keep.
- having a consistent phone greeting - with introduction by name.
- keeping good records of conversations with customers so that they never have to explain themselves twice, or three times, or four...
- keeping enough information about each job so that you can keep your customers up-to-date on progress
- answering emails in reasonable time
- having an up-to-date website.
You get the idea. This isn't brain surgery. It is mostly common sense. Take note of what impresses you about the customer service of others and build systems to make sure the same things can be delivered by your business.
There are many more ideas about delivering consistent, efficient service in the free 'Simplify My Business' Action Workbook. Click here to register and download.
©October 2002 Business Simplification