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Monday, March 16, 2009

Customer Service Like You Mean It!

My Wild River loves you!!! :))) originally uploaded by Denis Collette...!!!
Now that customers are in charge, Customer Service has taken on new meaning. It's no longer an afterthought. Rather, it's an integral part of how we go to market. It's customer service like you mean it!

If we truly believe in it, customer service becomes the basis for loyalty, community, and goodwill from our customers and a source of deep energy for our organization. That's the kind of customer service Toby Bloomberg refers to as "from the heart customer service" in her post Little Acts of Kindness.

I like the reference to 'from the heart' as it reminds me that, in the marketplace, we connect with one another as individuals, looking to offer others value in the form of solutions.

Ron Knoth makes that point in Customers Don't Shop Here, People Do. If our customers are guests in our stores, why do we treat them as poorly as we do? Don't we value them? Think of the opportunities inherent to truly expressing hospitality to customers, offering them true service. Intriguing, isn't it?

Even more powerful to realize that a true commitment to service and hospitality stirs serotonin! as Robyn McMaster explains. Imagine, we feel better by welcoming others and making them feel good. She offers the following strategies on how to make hospitality that much more special:

+ Welcome new folks to your table
+ Ambiance
+ Plan well ahead
+ Listen more than you talk
+ Be vulnerable
+ Don't expect paybacks

Toby, in her post, refers to the following Ten Simple Truths of Service. Consider them in combination with Robyn's list. [Do read the original post as Toby includes tips for each truth]:

1. Great Service Inspires Stories/Memories.
2. Great Service Uses Outside-The-Box Thinking
3. Great Service Is A Choice
4. Great Service Starts With A Clear Vision
5. Great Service Requires That Everyone Catch The Vision
6. Great Service Surprises People
7. Great Service Begins With Anyone
8. Great Service Goes The Extra Mile
9. Great Service Brings Customers Back
10. Great Customer Service Comes From The Heart

From the heart customer service automatically means that you really know who your customers are, as Michele Miller explains. Which leads to loyalty and more business.

Oh, and by the way, if you aren't totally on board with customer service like you mean it, it can sink you.

I know which I prefer. What about you?


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