As I stood in a rather long supermarket line on the weekend looking at the rather depressed looking "emo" child who obviously was being held there by shackles around her ankles, I began to think about customer service. From the expression on her face, this poor urchin must be here as a punishment for some heinous crime against fashion, but no, I can't remember this particular super market chain having a corporal punishment policy. Oh this is the new customer service, "customer service light".
As I approached the front of the line I'm sure the poor trapped being grunted at me. Maybe this was her method of communication. How cruel to force this poor child into such awful work. Hang on - she is being paid to be here and it's her choice. I scratched my head, sighed.
I spent 16 years working in the Hospitality Industry but have always held positions that are related to Customers. I began to think about the old days..... Back when Customer Service was King.
The Greeting
How nice is it to walk into your favorite cafe, corner store or bar and have one of the staff acknowledge you by name. A simple thing that really makes an impact. We all like to be remembered especially when you intend to spend money with a business. Further to this is having your regular order remembered. I used to have a customer who would every day stop in for a takeaway flat white and a fresh muffin hot from the oven. After the first month I would anticipate his arrival and have his order ready to go for him. These small steps have ensured a customer for life. This principal begins with a simple hello and warm smile and moves into the extra steps you can take once your first time customer becomes regular.
Eye contact is also appreciated. Especially if it hasn't been filtered through a screen of black hair.
Total cost to business $0.00 Total cost to customer service staff $0.00 Total Gain 1 Customer for Life + Word of Mouth
Listening
It's not their fault but sometimes customers honestly do not know what they want. Every day we consumers are inundated in advertising, so some confusion maybe present. As exceptional customer service agents one of the super powers that we need to have is the power of "reading between the lines". This will help the customer make the right choice. During a conversation a customer will say many things that are not spoken. This combined with your exceptional product knowledge will ensure you dazzle your customer while providing the customer service they truly need.
Know your Audience
In addition to the art of listening is the skill of knowing your market. Who is this person standing in front of me? This is not only restricted to musicians and actors but is one of my favorite Customer Service tools.
By simply adjusting the manner in which you approach a customer can determine a customer's satisfaction and loyalty. In the space of a day you are in contact with so many personalities that you need to adjust the delivery of your product to suit. I can be very cheeky to one person but know that the next may want factual information and may only a short time in which to receive it. I love to have a good laugh with my customers. Not all customers will respond well to this and just want the facts in as little time as possible, while others will have the time. I once supervised a waitress who was known as the most requested by guests and therefore received more tips than the others. I kept a close eye on her to see what method she used to get the best results. I was shocked to find that her approach was clear and quick information delivered in an efficient manner without all the fancy trimmings. Her "Audience" was time poor executives wanting a good quick lunch without being interrupted every 10 minutes. This service she provided and she gained her reputation as one of the best in the restaurant. This Knowing who is who is one of the most powerful tools
Random Acts of Kindness
One of my favorite things to do when looking after my customers is the Random act of Kindness. I have had so many different reactions to this from over the moon to moved to tears. I personally would pick one guest a day to go above and beyond for. One example of this was from when I worked in a hotel and some customers were heading off to a theme park the next day with their two children who were both under 10years of age. I made up a lunch box with water bottles and juices boxes and nibbles to take with them with compliments of the hotel. When I saw them the next day after they returned from the outing the mother hugged me thanking me for the drinks saying that the day was so hot and the lines were so long at the food and drink outlets that the water that I packed saved the day. Small steps for a Huge Impact.
Reward
After using a service or product for a certain amount of time I personally like to be acknowledged. This allows the customer to know that we do care about who and how they spend their money in the business. By using the above principals you will automatically reward because you know the value of that customer.
To wrap this all up
Treat your customers how you want to be treated
As I waited for the total (not realizing that I now need to divine this for myself as my poor captive check out attendant didn't posses the power of speech)(Speech came back the moment another captive of the cruel Super Market system was shackled into the small box beside her. Her speech returned and she presented me her back and her adventures from the weekend) money in hand I thought about the cool isles of the other local Super Market and how next week I would not be lining up to be ignored.
Every person who has spent money on goods or services is a Customer Service Expert. We know what we want and how to get it and with the amount of choice in products and services that are out there today, the ones who understand and care about their customers will be here tomorrow.
