There are studies which clearly show that we will pay more (sometimes quite a bit more) for the self-same goods from a person we like rather than from someone who's offering us a better deal but with a bad attitude!!
These studies also indicate we will happily drive out of our way in order to deal with people we like, rather than simply going to the next shopping mall.
Interestingly, we may well go to a branch of the same shop but in another area, ignoring the branch most conveniently located, just down the road.
Because great customer service is so much more than scoring a good deal.
It's actually all about making a connection on a human level; being acknowledged is vitally important. And using our name is the best form of acknowledgement we can receive. You care enough about your job to make it pleasant for both you and me. It’s really a win/win situation.
When someone, who sees hundreds of people a day, takes the trouble to read my name off my card and uses it when they thank me for shopping with them, I'm as pleased as punch!
They have passed from simply being someone who rings up the total, to being an ambassador for their company.
I once asked a client what had prompted him to poach someone else’s receptionist. His reply was: “It didn’t matter what time of the day I called that company, she always answered the phone with the same enthusiasm. It could be 8 in the morning or 4 in the afternoon, she always made me feel that she was actually pleased I had called and interrupted her day!”
That takes some doing, especially when you’re dealing with people. We love them and we hate them. They are our inspiration to go that extra mile and/or the reason we hate our jobs. They’re all different, with different focusses, different mannerisms, different levels of stress tolerance and so much more.
However, despite all our differences, we will be drawn to working with someone who makes us feel heard and understood – important!
Like they really do want to solve our problem because it’s not only the right thing to do, it's the kind thing to do. We're not just customer number 404.
With this in mind, please stop seeing your frontline people as the most junior in your company – they really have the power to make or break your business.
Here's a shout out to all the wonderful frontline people out there – even if we don't take the time to say it, your attitude really makes a difference to our day!!
Share on the Web|