Let me tell you a story...
Customer Service
For some time now I have had virtual assistance from a company called Servcorp.
Just before Christmas I received a call from Amanda who looks after my account and she invited me to call in to see her early in January. She said that she wanted to chat about 360 Digital Performance and my plans for 2010 because she was sure that she could offer me some extra benefits.
Amanda was happy for me to select our meeting time... the Christmas holidays disappeared as fast as finger food at a function... and I arrived for the meeting on January 6th.
My first impressions as I walked into the foyer that houses Servcorp’s reception desk were pretty much the same as usual... it’s incredibly neat, clean, stylish and very professional without being sterile.
I no sooner announced my name when the young lady stood up from her reception seat and extended her hand for me to shake. She smiled and said “Hello, I’m Amy and I answer your calls and handle your messages. It’s lovely to meet you... are you happy with how your calls are being handled?”
Now I had just come from a previous appointment which was much more typical.... where you walk into reception and nobody’s there and you stand and wait for somebody to greet you... let alone smile.
So it took me a few seconds to compose myself and tell Amy that everything was fine. As I walked to take my seat to wait for Amanda I couldn’t help but feel good that Amy was looking after my calls. I even smiled to myself.
Amanda came out and greeted me... shook my hand and escorted me to her office. I took my seat and was presented with a plate, cutlery and a napkin; a glass of ice water and a selection of strawberries and pastries for me to enjoy as Amanda began to explain the extra benefits that were available to me. At every stage, the focus was on my business and what could they do to make the relationship better. I was sold at the first strawberry.
I guess you can see where I am going with this? That was incredible customer service and I have told many people how amazing the experience was and how pleased I am that I am using their services.
If you focus on only one area of your business this year, make it your customers. Give great customer service, anticipate your customers’ needs and always add value to your customers’ experience.
For any product or service there is an expected level of satisfaction and value to the end user; your job is to astonish your customers at every point of contact and to surprise and delight them beyond their expectations. It will pay huge dividends for you in 2010.
keep your powder dry,
Warren Cottis