Attitude Makes Extraordinary Service!
How frustrating to encounter someone whose work habits lack oomph; spending most of their time trying to get out of work instead of just getting it done? Counter that with a happy person who is excited and eager to help? They show up ready to work and sticks with it until the work is done. Who would you rather have on your team, and what makes the happy person different? Attitude!
I cannot count the number of times I have visited a business ready to buy only to leave disappointed and without the widget I intended to purchase. And you know what is scary? Most of them will never know I was there because as quietly as I entered, I leave the same way and head to another business. If you want a thriving business, you cannot afford to be complacent or comfortable with providing ordinary customer service. Give a little extra to keep your customer base from searching for their widget elsewhere. Create an experience that will keep them coming back, with family and friends in tow.
Here are 3 quick tips, followed by 4 Big Ones, for moving beyond ordinary to extraordinary customer service:
- Create a welcoming atmosphere, so customers feel their business is valued. Nothing is more inviting than acknowledging a customer’s presence when they arrive. An upbeat and friendly environment can determine how long a customer will stay.
- Extraordinary people have a positive attitude. Most often the saltiest of customers can be won over with positivity and helpfulness. Stay positive when approaching a problem and look for a way to resolve it, instead of a way around it.
- Customer service is about what you know and being willing to learn what you do not know. It requires a proactive, creative, innovative, and flexible mindset that finds answers and resolve problems. Even if you don’t know the answer, follow through to find an equitable one.
Can do vs. Will do Mindset
Move past can-do and strive for a “will do” attitude. Create a better-than-anticipated experience for the customer. I managed a group of employees who were responsible for resolving customer repair issues. There was one employee (Jane) who I always assigned the toughest customers because I knew she would “WOW” them. I received letter after letter from customers, raving about Jane. She exceeded their expectations because, as every letter stated, Jane had a positive attitude and followed up with them several days after their problem was solved – just to make sure. Now that’s an extraordinary service that created the best customer experience for our company.
Focus on quality.
It does not matter that it is done, is it done right? Quality focus provides results that last and makes you stand head and shoulders above others doing the same thing. My mother-in-love makes the best 7-up cake! With the first taste, it took me back to my grandma’s kitchen and the pound cake she poured such love and care into. When I got my mother-in-love’s recipe it called for Softsilk cake flour. I thought to myself, “Well, I’ll just use all-purpose flour because I already have that.” I assumed there was no difference. Big mistake! I certainly tasted the difference and it wasn’t worth the $2-$3 I saved by not buying Softsilk. Skimping on quality yields less-than quality results. Create quality in what you do, no matter how insignificant the task. Have quality interaction, quality conversations, quality products, and service, and leave everything you touch better than you found it.
Check your intention.
Do you really want to help, or are you looking to get something in return? Most people can tell when you are connecting with them just to get something from them, and it feels slimy. Just be honest and admit upfront what you want. When you do nice things for people, it makes them feel good and they will want to reciprocate. Give and help because it is the right thing to do, looking for, and expecting nothing in return. Focus on creating a great experience for whomever you serve, bring your best to their space. You will be remembered for the value you bring. When you show up authentically to give without expectation, someone is watching and thinking, “I want to connect with him/her.”
Give up excuses.
Oh, and give up using explanations to support excuses. Most customers will not care why something happened – they are focused on the problem. Shift their focus to a solution. If you mess up accept responsibility and work on an equitable way to resolve the problem. Life happens, things break, you will not always get it right, but when you attempt to justify what went wrong with excuses, your credibility takes a shot. Your reputation will speak on your behalf when you step up, acknowledge what went wrong and correct the situation.
If you want to keep the customers you have, and attract new ones, show up with the enthusiasm and a positive attitude. Make every customer interaction a positive experience for them. Bring out the best in those around you. There is a greater impact on bringing your presence and passion to the table. Do not wait to be asked, just do. Do not wait for a smile, give one. Go a little farther. Take extra time. Ensure quality. Exceed expectations for yourself and those you serve.
