Customer Service Worth Talking About

I interact daily with many organizations, some large, some small; some suppliers, some clients. Many have quality customer service in their mission statement. Some actually fulfill on the promise. I want to tell you about an experience I had in the latter category.

I needed the hardwood floors re-done before I moved into my new apartment. I could allow only a very tight timeline between when the floor guys got access to do the job and when I was scheduled to move in. Okay, in hindsight, I was seriously a rookie optimist.

The night before moving day I had my first look at the floors, and they were not up to snuff. Very disappointed, I arranged for an inspection with the flooring company owner, Ted, the following morning. Next day, with my belongings being loaded into a moving van as we spoke, I was more than a little frantic as I showed him my concerns.

Now, you have to know that in the course of any normal timeline, the problem wouldn't even have been an issue. In reality, the solution was simple — a quick re-texture and one more coat of product. The mountainous challenge — in my mind — was timing and the large truckload of furniture on its way.

Ted, I quickly discovered, is a service professional of a quality rarely seen anymore. He could have (rightly) commented on my unreasonable timeline. Instead, his only reaction was simply to ask what he could do to resolve the problem. He immediately offered a solution, got his team lined up, and saw to its execution — even personally carting my furniture the following day!

In a word, he floored me (pun, kind of intended). Ted went far above and beyond my expectations, without so much as a hint of irritation or blame. That's what really got my attention. He simply got it done and did so with a smile.

Ted at Integrity Hardwood Flooring is my poster guy for the kind of customer service that makes word-of-mouth marketing work. He did something worth talking about. And believe me, I will tell anyone who asks — and many who don't — where to go for stellar, trustworthy service. 'Cause I'm in marketing, and that's what I do!

Tips & Tricks of the Trade

Quality customer service is becoming a rare commodity. In a competitive environment it can make or break you. In any industry where many companies offer the same or similar products or services it can be the one thing that gives you an edge.

Many organizations talk about providing good customer service, but few identify ways to make it happen and commit to ensuring it does. Seems like a lot of work? It doesn't have to be. Here are a few easy things you and your staff can do to take your service level up just a notch, yet make a big difference in how customers experience your business.

1. Treat Your Customers as People — A genuine, warm greeting seems so simple. How can it be so rare? Whether it's on the phone, in an automated email or face-to-face, offer your customers a genuine "hello." Treat them as people, not transactions.
2. Enjoy Your Job — Hey, none of us want to spend our day at work, we'd all rather be enjoying our personal version of paradise. But since we have to be here, why not make the best of it and spread that positive attitude around?
3. Be Responsive — Listen first, ask questions second, offer solutions third. Can you imagine a waiter bringing you a meal before you've told him what you want? Good service means matching up customer needs with what you have to offer, not the other way around.
4. Lead by Example — Making quality service a priority does not cost a fortune or require an employee training program. It simply needs to be a core value that travels down from the top, with management who lead by example when dealing with both employees and customers.

A little service goes a long way. Stand out from the crowd, build loyalty and watch your customers keep coming back.