So, when is “great” service “really great”? Let’s say you, and I go to a restaurant and sit down. The waiter/waitress is polite, greets us perfectly and serves us so well we feel obliged to order a little more expensive wine. It’s poured and served with great skill. We order our meal and are having a great time. The meal arrives, and it’s bad, horrible. Now, no matter how good the service, alack of delivery reminds us that customer service is about the whole experience, not just the interaction. It doesn’t matter 3 steps to get to WOW…
No1: Deliver with consistency–by far the most important of the three steps. Every time I call your company, the phone should be answered the same way, the orders processed systematically. The services delivered with regularity, so I can trust that you know what you are doing, and I can feel good about coming back and referring my friends. Remember, you can’t WOW a customer until you have at least satisfied them.
No2: Make it easy for me to buy–consistency is a good start, but if you make it hard to do business with you, I can never be WOW’ed.Everything from the ability to contact people, websites, emails to payment methods, delivery choices, and so on.All of these things you need to make sure you are easier or at least as simple and easy as any of your competitors to do business with. So ring them, go to their websites, do as much ‘market research’ as you need to, to make sure buying from you is both simple and easy.
No3: WOW me–satisfaction is dull, you have to do something I don’t expect. I remember it wasn’t so far back that having WiFi in your room was a bonus. Now that I expect it and am hugely disappointed when a hotel doesn’t offer it, for FREE. Check your industry and then check 3 or 4 others to find out what is now expected as standard so you can dream up a strategy to WOW me.
Excellent service is one thing; satisfaction with what I am buying, backed up with unique WOW type of service is what counts.
I cover the whole south-west region of the UK including Bristol, Bath, Gloucestershire and South Wales, if you are looking for someone to hold you to account why not book a 1:1 session here to see what coaching could deliver for you and your business if you were a little more accountable.
