When asked to write about excellence in customer service, I’ll admit, I was hesitant. There are SO many blogs, tips, tricks & lists out there, it can make one’s head spin.
Over the years, I’ve read many of them. To me, it seems that the helpful hints put forth by the experts are pretty much standard operating procedures. “Listen to the customer’s want or need”, “the customer is always right”, “timely follow-up is key”, yada, yada, yada. I’m not suggesting there is anything wrong with such hints. All prove to be important measures to help achieve customer satisfaction.
But, is customer satisfaction really the end goal? What if I told you that providing customers with an exceptional, memorable EXPERIENCE is worth it's weight in gold?
The quote that aligns most closely to the way in which I conduct business is credited to Shep Hyken: “Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.”
As consumers, we all expect to be satisfied with the product or service for which we’ve paid. I have found most businesses focus on delivering to the expectation. Once again, nothing wrong with that. But is that really where it ends?
Here’s the challenge:
Think about a time when you were absolutely WOWED by an interaction you had with someone when purchasing a product or service. Got it? Did you have to dig deep, or was it easy to recall?
I have but a handful of memories of such interactions that are top of mind. Being a savvy consumer, I’m quite sure the price must have been fair, or at least a good value. But what I remember the most was how I felt during the interaction. One time, in particular, the person with whom I dealt made me feel like I was important, heard, and almost like we could be friends! It was the EXPERIENCE that was memorable. It made a difference. It made me a repeat customer. That’s golden.
Here’s my secret:
I treat my customers the way I would want the most important people in my life to be treated in the marketplace. Today, my most important people are my sons. I would want them to be treated fairly, with respect, and with kindness by those in which they will do business when I send them out into the world!
As Consumables Product Manager, my job is to make sure PawnMaster customers always have the printer supplies they need on hand to run their businesses seamlessly. But it's my pleasure to WOW customers with an unforgettable experience. I truly take pride in the relationships I develop with my customers. I enjoy learning a little bit about what’s going on in their lives and in their businesses. My goal is to make all of our interactions friendly, timely, valuable, reliable...and positively memorable. It’s not rocket science. It’s the sharing of our humanity.