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Exceeding customer expectations-what does it really mean? I had an opportunity to find out on a recent business trip. Having arrived in Chicago’s O’Hare airport and hour late, I missed my connecting flight before we ever landed. After standing in a long line of weary standby hopefuls, the gate agent informed me that I was already confirmed on the next flight. Bewildered and ecstatic, I wondered how I could have been so lucky. Luck, as usual, had nothing to do with it. My travel agency had noticed bad weather conditions in Chicago, tracked my flight, and called to assure that I would have a confirmed seat. Needless to say, I was impressed. I'm not their largest account, but they certainly made me feel like I am. They've won a customer for life.
There's so much talk these days about quality of service. Superior service is truly what separates average companies from outstanding companies. Here are some ideas for assuring that we're walking up the path of outstanding service. |
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- Start on the Inside. The service that we provide to our inside customers will certainly reflect the quality of service that we provide on the outside. By providing excellent internal customer service, it will give us an opportunity to internalize exceptional skills to assure that we're providing the same service on the outside.
- Adopt a Customer. Assign employees specific customer accounts. Customers like to feel like they know someone personally in the organization. No matter what the function is that you serve, you are the expert in the eyes of the customer.
- Keep a Customer Profile. Know what's important to your customers. When you find information that they would be interested in, share it with them.
- Find Ways to Say Yes. So often we get caught up in procedure and policies. Look for creative alternatives for solving customer's needs. Remember, customers are unique, they don't come with a manual!
- Fix Problems Fast. Customers accept that there will sometimes be problems, it's how we respond to these challenges that matters. A recent study conducted by Impact Sales concluded that customers who had problems that were handled properly became more loyal and frequent customers than before they had the problem. It gives us an opportunity to exhibit flexibility and excellence in customer satisfaction.
- Say Thank You! You may be tired of hearing this from us. It's so important!!
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