How do you measure up in the customer service department?
When customers do business with your company they come with certain expectations. How are you measuring up? Regardless of what you think, it’s worth checking into.
As an example, the car dealership where we get our car serviced offers free car washes when you’re in for service. On our last visit, they said I could have a free car wash any time so I gave them a call a few weeks ago, and they said “yes.” I took the car in, waited 20 minutes while they washed it and left. Afterwards, when I looked at the car, it was still filthy. What?!? The windows had dirt streaks streaming down the glass. The underside below the doors was filthy. The mess was all over. Needless to say, I was very disappointed. It was so dirty, my husband had to take it to a regular car wash to get it clean.Does your company get a happy or sad face when it comes to customer service?
I went to this business with a certain expectation which obviously didn’t get met. Because of this disappointing experience we may never go back. If they have people washing your car with so little regard for quality, what kind of people do they have working on it?
Meeting & Exceeding Customer Expectations
No matter what industry you’re in, each business should strive to do their best to provide quality care and service no matter what the request. Sure, the car wash guys may have been having an off-day, but what if this is their usual standard?
Here’s a checklist you can use to ensure your customers’ expectations are met and exceeded with every experience they have with your business:
- Have we listened and communicated well throughout the project?
- Have we been consistent in following the established processes for this customer?
- Have we delivered what we promised?
- Did we deliver on or before the deadline?
The little things really do matter. As a business owner, earning a customer’s loyalty and getting referred business is one of the highest compliments you can receive. And, if it comes to your attention something is lacking, fix it. Don’t make excuses, just fix it. Make it a part of your follow-up process to ask clients and customers for their feedback to gauge how your business is measuring up in their eyes. Were they happy with the service they received? Was there anything you could have done to make their experience more satisfying?
You may be pleasantly surprised by the feedback received. You never know, this feedback might even lead to some new testimonials for your business.
In business since 1991, Terry Green is the founder/CEO/President of BizEase Support Solutions, an American-based, online marketing support company comprised of a team of talented professionals from around North America. BizEase excels at providing speakers and business coaches worldwide with seamless online marketing solutions, from setting up ecommerce solutions, membership sites, web design and maintenance, to writing blog posts and managing Social Media and PR campaigns. BizEase clients (who span five continents) take great joy in allowing the BizEase team to take care of the details so they can get back to doing what they do best! Click here to get our bi-weekly tips ezine delivered to your inbox every other Friday, with tips on plugins, apps, and tools to make you more productive today!