The exceptional customer service experience is alive for some businesses, but appears to be far more dead for others. I realized this every time I watch one of my favorite shows - Holmes on Homes - on HGTV.
Mike Holmes is a housing renovation expert from Canada with incredible rock solid customer service and values. He goes into homes that have been the victim of very poor customer service. Mike can quickly spot the code violations, shabby workmanship and high price no value, just to mention a few problems. Additionally, most of these homes are not inexpensive. The home values usually are above $200,000. After watching this show, people can only begin to wonder what is behind the walls of their own homes?
Holmes has trademarked the phrase "Make It Right(TM)" because this is what he does. He not only corrects the problems from the current poor customer service experience disaster, but will fix the problems from the original construction if he can. For example in one episode, Mike noticed a poorly installed kitchen sink even though the work was in another area of the house. He had his plumber "Make It Right (TM)." Personally, I truly enjoy when he goes off about why this or that contractor could not take a few more minutes to do the construction or renovation the correct way.
What is so interesting are these five common threads in all of these interactions between the contractors and the homeowners:
Businesses are doing the least amount for the most amount of dollars (cheap products, short cuts in construction, etc.)
When challenged, these businesses deny any responsibility and insist they did provide outstanding customer service
A lack of knowledge by both the provider and the buyer is very much evident
Government inspectors who fail to do their jobs when permits are issued
No integrity by the providers of the construction home services
The reason I am highlighting Holmes on Homes is because he represents the best in the customer service experience. Now imagine for a moment what would happen if you treated your patrons as Holmes treated his? When buyers have an exceptional customer service experience, they go beyond the traditional customer loyalty benchmark of how likely are you to recommend this business to actually taking action by recommending your business for your customer service.
In some cases, the homeowners now use Holmes as the benchmark for the best customer service, interaction and quality workmanship. Who knows maybe someone will establish a Holmes Award in Canada much like the Baldrige Award in the United States?
And conversely, would your customers ever have the need for a Mike Holmes because you failed to deliver what you promised?
