Good service starts with a happy smile
Apr 6 2009 by Carole White, The Journal
ONE of the finest ways for anyone in business to beat competition is to give outstanding service.
Few people really understand what service is and to become successful you must look for ways of improving yours.
As a customer, how many times do you get really good service? And when was the last occasion you could honestly say what you received was superb?
Good service is rare. Everyone thinks they give it, but we as customers have great difficulty in finding it.
For example, when your car goes in to the garage, if the bill is correct and the car is ready on time, we are pleased.
On the other hand, if the car has been valeted, vacuumed inside and a customer satisfaction questionnaire left for you, you think the garage has provided a very good service, beyond what you expected.
Giving a good service is about providing the unexpected, and in most cases doesn’t cost us anything as suppliers. It is about treating your customers how you would like to be treated.
It is not about delivering the right product at the right time. That is what your customers pay for. If you want to go that extra mile and be awe-inspiring, make a call out of hours to make sure your product is performing well and visit after you have made the sale.
If your product or service doesn’t live up to your client’s expectations, make sure it does.
Recognise clients’ achievements – read trade magazines and your customers’ news stories. Whenever you hear about your clients or customers achieving or receiving accolades or recognition, drop them a note of congratulation.
Try to send out two to three letters a month to people you know and recognise.
Help your clients and look for ways you can help them do better. It might be introductions or passing on tips that you have heard.
Care about your customers and they will value your input.
Be positive – if a customer asks you to arrange a delivery for tomorrow, don’t say you can’t until Thursday. Be positive and respond with: “Thank you for your call, I’ll get someone out to you on Thursday.”
Use the personal approach. In the retail trade and any service from behind a counter, the first and most important stage of giving good service is the welcoming smile of the person behind the counter.
Carole White, Business Support Manager, Tedco
