In this day and age, we don’t expect much out of a customer service experience. Frankly, “we expect to be treated like crap” to quote Shankman. For example, when we buy an airline ticket, if the flight leaves and arrives on time, we get served a free coke on the plane, and our luggage makes it there with us, we think we’ve had the best flight of our life! But isn’t that exactly what’s supposed to happen? Instead, we are used to lost luggage, grumpy airline employees, and annoyed customers.
If someone so much as uses our first name, smiles, or says thank you, we are WOWED, and can’t stop singing their praises. These are a few simple tips on how to boost customer service from mediocre to incredible. Let’s walk through some simple steps on how to transform your customers into zombie loyalists for your brand.
1. Take Your Service One Step Farther
I am always impressed with Nordstrom. When I go to Nordstrom, I am greeted with smiles and helpful sales people, ready to go the extra mile. I once went in the store to buy a skin care item. I knew exactly what I wanted so I didn’t need a bunch of questions answered or anything. The sales lady gladly rang me up and wrapped it nicely. She also asked me about other products I was shopping for and put together some custom samples along with her personal business card in case I needed anything else.
2. Give Everything a Personal Touch
There’s nothing better than a handwritten thank you note, especially in 2015. Whether it’s a follow up email, phone call, or cute little note card, a personalized thank you goes a long way. Adding a personal touch lets your customer know that you don’t just care about getting new business or making a sale, instead, you truly appreciate them so much that you took the time to write a personal note. That just doesn’t happen as much as it used to!
3. Bring Random Amazement into Normal Situations
If you scheduled an early morning meeting, bring donuts without being asked. If your client shows up after a long day of meetings, have a cold bottle of water on hand! If you know your client has a particular interest like running or craft beer and you happen to see an interesting article about their hobby, send it to them! This is an easy way to stay top of mind and show you care about your customer and their personal interests.
4. Be Generous
Generosity is a rarity these days. Offer up what you have extra of. Maybe it’s time, money, or knowledge. Do you have an extra hour in your day that you can spend doing a favor for someone? Do it! Do you have time to drop by a client’s office with some lunch? Take them their favorite sandwich. Do you have an extra ticket to a sporting event? Invite someone for free, and don’t ask for anything in return. Whatever is in excess to you, can be of huge value to someone else, and believe me – they won’t soon forget!
Turning your customers into zombie loyalists boils down to putting them first. When a customer feels valued and taken care of, they are sure to tell their friends and family about your great service to them. Remember that people might not remember what you say, but they remember how you make them feel.