10 PRINCIPLES OF SERVICE EXCELLENCE

“There was no magic formula. We just focused on being brilliant at the basics.”

— John Wooden, UCLA Coach, 10 National Championships

1. MAKE A GREAT FIRST IMPRESSION

The first thing a customer will notice about you is your attitude. They immediately ask themselves, “Is this person for me?” First impressions are like wet cement; you have a small window of opportunity to make a favorable impression. Once the impression is set, it is difficult to change.

2. RELATIONSHIP BEFORE TASK

Every business is a relationship business. Whether you are buying a car or seeing a doctor, you want to do business with people you like. The same is true for your customers. Take time to make a connection before getting down to business.

3. POSITION OTHERS WELL

Always speak well of your co-workers, other departments and your company. This gives the customer confidence and let’s them know everyone is working together to provide a positive experience.

4. SPEAK IN THE POSITIVE

Emphasize what you can do for your customer, not what you can’t do. “Our first opening is Friday at 10 am.” sounds much better than “We can’t see you until Friday at 10am.”

5. COMMUNICATE EFFECTIVELY

Think of yourself as a teacher rather than a salesperson. Be clear and concise in your communication. Be a good listener and have the customer’s best interest in mind.

6. DO SOMETHING EXTRA

Think of something beyond the ordinary that you can do for your customer. It could be waiving a fee, charging less than the estimate or adding in a little something extra.

7. ELEVATE YOUR LANGUAGE

Avoid the phrase “no problem.” Neither of those two words are positive. If a customer makes a request, “absolutely” or “I would be happy to,” works well. If a customer thanks you, “you are very welcome” or “it is my pleasure” conveys your desire to delight.

8. RECOVER WELL

When things don’t go as planned, follow a simple three step process. First, let the customer vent so they feel heard, apologize for the inconvenience, ask how to make it right. If you handle service recovery well, you could leave a more favorable impression than if nothing bad happened.

9. UNDERSTAND YOUR PURPOSE

Always remember that you are in business to acquire and retain customers. The customer is the reason your company exists. Make sure that attitude is conveyed to them.

10. LEAVE A LASTING IMPRESSION

Tie a nice bow around the whole experience. Let them know that it is a pleasure and a privilege to do business with them.

3 Ways to Wow Your Next Customer

“There are no traffic jams along the extra mile.” – Roger Staubach

I routinely bring my training handouts to Staples for binding. For the last several years, the 3 people who worked there had given me great service. As I walked in this week I noticed someone new behind the counter. I was initially disappointed because I had grown familiar with the previous crew.

My encounter with Amber changed my mindset in short order. She did 3 simple things that all of us should do when interacting with customers.

1. Create a Great First Impression.

Within the first 20 seconds I found Amber to be enthusiastic, personal and eager to serve.

First impressions are like wet cement, you only have a small window of opportunity to make an impression, once it is made, good or bad, it often stays.

2. Exceed Expectations.

As I was bringing my materials in to be bound, I noticed that one of the cover sheets was crooked. When I picked them up Amber had taken the initiative to replace the crooked cover with a straightened one. She had copied a new one herself. She told me it was no charge.

Our customer service experiences are usually pretty ordinary. Most of the time our expectations are met. Very few times are our expectations exceeded.

3. Make it Personal

The address of my website is on the cover sheet of my training materials. Amber noticed the website and visited it. When I came to pick up the materials, she complemented me on the look and feel of the website. She also made a small cardboard sign which included my name, tag line and a quote for my website. She said she thought I could use it for advertising. (Again no charge.)

The goal of any company should be customer loyalty not customer satisfaction. This is done by making an emotional connection with the customer. Amber did just that.

Do you have any doubt where I am going the next time I need work done with my training materials?