Always
Thrill The Customer - Bette Daoust,
Ph.D.
August 12, 2006
You may wonder if the car dealer has gone overboard
with his service and perhaps he has in a way. The customer
can decline his offering at any time but at least he is there
to offer it. You can go overboard with your willingness to
please but you cannot go overboard with a good customer service
policy. You really want to over deliver your promises but you
do not want to under promise what you will do.
There must be value attached to everything you do for the
customer. If they do not perceive a value in the service,
then you will not keep that customer for life. I recently
had a contract with a company in the Bay Area; their motto
was "To Thrill the Customer Everyday". Each person
that came on board was also asked to take the motto and implement
it in every way possible. As a result, this company is doing
extremely well in a slumped economy. The customer service
they offer goes beyond just doing the job, the quality of
work, the professional attitudes, and the insightful solutions
make this company tops.
Service for customers will help to you maintain and develop
additional business relationships. What I mean is that customers
will continue to do business with you because they know what
they will get, plus they will give referrals by word of mouth.
The important part is that not only should your service thrill
the customer but your work should also be of excellent quality.
Service and value cannot be matched by anyone that does not
have the customer at heart.
I remember going into a store not too long ago to get some
garden supplies. This company was fairly large and had a few
branch offices. This particular store had three employees that
were sitting around chatting and reading a paper when I walked
in. I started searching around for an item I needed and NO
ONE bothered to get up and ask what I was looking for. I finally
had to ask and they just pointed to where it might be. I just
walked out and went elsewhere. I also let the owner know that
his customer service was bad and no matter how much cheaper
his prices were I would never shop there again.
In this case word of mouth worked really well. I let everyone
know of my bad experience and his business was rarely full
of excited customers. He could improve his profits tremendously
if the customer service alone were to improve.
About The Author. Bette
Daoust, Ph.D. is a speaker, author (over 170 books, articles,
and publications), and consultant. She has provided marketing,
sales, business development and training expertise for companies
such as Peet's Coffee & Tea, Varian Medical Systems,
Accenture, Avaya, Cisco Systems to name a few. Dr. Daoust has
also done extensive work with small businesses in developing
their marketing, training, and operational plans. You may contact
Dr. Daoust at http://BizMechanix.com You
may also view her latest publications at http://BlueprintBooks.com Dr.
Daoust also writes for the National Networker http://theNationalNetworker.com
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