We all interact with a number of different companies throughout our day but it is not very often that we actually receive the kind of service that actually stops and makes us think about how good it actually was. This is something that anyone who is running their own business really needs to think about because it is a sure fire way to make sure that your business gets noticed and remembered. If you are employing other people then you need to make sure that they are offering great customer service as well.
Surprising Your Customers
In a normal transaction you will do what you need to in order to make it possible for the customer to make a purchase. The customer will make purchase and that will be the end of it. They probably won’t be unhappy with your service that they have received but they won’t necessarily be that excited about it either.
When you and your staff go the extra mile to provide a great service this will be surprising to the customer as they may not expect you to go to such lengths. This feeling of surprise is going to be memorable for them and there is a good chance that they will talk about the experience that they have received with their family and friends, potentially earning you more customers.
Implementing this kind of culture in your business sounds simple but it is something that needs to be though about carefully. It is important that you think about what you want to achieve and how this will be delivered. Following the steps below can help you put this plan in place.
Putting the Framework Together
You need to define exactly what you want your employees to do in order to provide the very best customer service. You should think about all the points in buying process where customer will come into contact with your business and how you can ensure that they are surprised and delighted at every step.
Put It Into Context
Once you have laid the foundation of what you want to achieve, you need to remind your employees of this at every chance you get. However, they should also be acknowledged for it whenever they do produce great customer service. You can take lead here by surprising them so that they feel appreciated and can see how much better it feels when someone does something out of the ordinary for them.
Ensure You Get Feedback
It is important that you get feedback from both customers about the service that they receive, but you also want to encourage employees to watch each other in action and share stories about the excellent customer service that they have witnessed. This not only keeps your employees accountable but also gets them thinking about the different ways that they can go above and beyond for customers.
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