Can you remember the last time a business went out of their way to make you feel appreciated – or conversely – left you disappointed because they failed to meet your expectations? Most people can probably recall being in both of those situations because we only remember two kinds of service – exceptional and terrible.
You definitely don’t want to be terrible, but if you’re not striving for exceptional then you’re settling for mediocre. Is that what you want to be known for? If not, then it is up to you to change the perception of your business and it begins with customer service.
Today’s consumers expect more than ever before. They’re smarter, have more choices, and demand better experiences than they may have tolerated in the past. With so many options available at the touch of a button, consumers don’t hesitate to seek something new if their satisfaction isn’t met.
This isn’t necessarily bad news for retailers, but it does require some work and a renewed focus on customer service. Relying on reputation alone is not enough anymore, and low prices are great for getting customers in the door, but it won’t bring them back if the service and experience fail to meet expectations.
One thing we can control is customer service
The goal of exceptional customer service is to answer every question with a positive option. The word “NO” must be removed from the conversation and instead replaced with options. Let the consumer decide where to draw the line by choosing how far they are willing to go to get their need fulfilled instead of being told it is impossible under any circumstances.
For example, my flower shop – Beneva Flowers in Sarasota, Florida, delivered 24 hours a day. Obviously we didn’t have our drivers out driving around town all night making deliveries in the dark, but if someone wanted flowers delivered at midnight for whatever reason and were willing to pay the additional fee of $100 on top of the regular delivery fee to get the job done – I was certainly going to make sure his flowers were delivered at midnight – even if I had to get in the truck and deliver them myself.
That never happened though. I always offered to let the drivers keep half of that delivery fee and they would jump at the chance to make a quick $50 for 15 minutes or so of extra work. But that wasn’t the best part. The best part was that the customer who was so desperate to get the flowers delivered was always ecstatic because they were able to find a flower shop that honor such a request to deliver that late. Mediocre businesses would simply say “no” to such a request because it goes against some kind of policy they have. Instead of looking for excuses not to do something, look for a new opportunity!
Take the time to listen with the mindset of making it right with a “YES WE CAN” attitude. If the customer takes the time to voice an opinion, we should take the time to listen and do everything we can to exceed their expectations. That’s what great customer service is all about! If you need help with your customer service, please give me a call. I can help you! (941) 809-5000.