If you sell a product or service, you need customers. And we all need customers. But we are customers as well. Traditional wisdom states that you need to satisfy the needs of the most potential customers in order to be successful which means giving great customer service. And what does it mean?
Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it. Peter Drucker
If you need a new lawn mower, you probably go online and search. As you may know, the bright companies pay to be at the top of the search so the best lawn mowers for the best deal to solve you problem may not necessarily show up on page one. But you may not know nor care about search engine optimization; you just need a new lawn mower.
In business you get what you want by giving other people what they want. Alice MacDougall
The moment you walk through the door, you are assaulted by a fake smiley woman who can’t shove that week’s flyer into your mitt fast enough. Your space is invaded with the deal you can’t pass up.
As you quickly look to find a recycle bin you are on your way to the lawn care section. Tools, Paint, Automotive, there it is – Lawn Mowers. Oh dear, there are about 100 to choose from. Before you can have a scan of the bounty, another happy store employee pounces on you with options and choice. There is also the reminder that if you buy today, you get 21% off the 3-year warranty plan and a complimentary bag of grass seed.
The way to gain a good reputation, is to endeavor to be what you desire to appear. Socrates
With a polite “I’m just looking, thanks”, Mr. Happy disappears. After pursuing the choices, you hone in on three models. All close in price, but you are unsure of the differences in options. So you search for another joyful member of staff to help with your questions.
He works in the garden center, she will call a manager, he isn’t sure if that one is in stock, she reminds you of the deal on the 3-year warranty, he asks if you would take a floor model at a discount.
People expect good service but few are willing to give it. Robert Gately
You walk out without a lawn mower or any questions answered. But you are now well versed in grass seed and warranties. If you want more customers, pay attention to their pain and their needs. The customer may not always know what they need, but your additional services may not be a good starting point.
Do you think if the management and employees of this store gave each other superior customer service, they would be in a better position to give it to you?
@knealemann
photo credits: brettduncan.wordpress.com | glassbergen.com
12 comments:
Are you a mind reader? I had the exact same thing happen to me last weekend but it was a flatscreen TV. The first place was useless, I was in there for an hour and got nowhere. Then I went to another place here in Dallas and got excellent serice and I love my new TV. Customer service is a rarity, which is odd because we are all customers after all.
Great post, great reminders, seldom heeded!
Kneale,
I was a manager at a local electronics store for 10 years. I insisted that my team help each other, give each other great cutomer service as our customers were the ones paying the bills and each other. But that's rare, I hope you are trying to help companies get this through their collective thick skulls.
I worked in a call center for five years and I can assure you, most people begin the conversation assuming they will get bad service.
Why? Because we have trained ourselves to expect that.
Sad, isn't it?
The problem with "customer service" is that most companies use it like some calling card when its not a priority. The 'first impression' adage still applies.
I can't add much more than that but all you need to do is read "The Tipping Point" with close attention to the "Broken Window" chapter. It should be required reading for anyone in business.
I think it's happened to all of us. Glad you're enjoying the new flatscreen.
Thanks Lindy!
Wayne,
Thanks so much for sharing your story. That is my goal - to find those ineffiencies and put companies on a better path so they can integrate their marketing and efforts. Sometimes your competitive advantage is simply to become a better organization.
Bryan & Owen, agreed and agreed!
I can't add much more than that but all you need to do is read "The Tipping Point" with close attention to the "Broken Window" chapter. It should be required reading for anyone in business.
Are you a mind reader? I had the exact same thing happen to me last weekend but it was a flatscreen TV. The first place was useless, I was in there for an hour and got nowhere. Then I went to another place here in Dallas and got excellent serice and I love my new TV. Customer service is a rarity, which is odd because we are all customers after all.
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