I was chatting recently with a fellow advocate of customer service excellence – the lovely Paul Warner of When I Was a Kid (a great traditional and wooden toy company) about what makes people fantastic at providing customer service, and why so many sadly fail. Paul is perfectly qualified to have such an opinion – his toy shop has won awards for customer service and recently Paul appeared as subject matter in an article in the Guardian about providing random acts for kindness for customers! He really does always go the extra mile for customers (and people in general, they don’t even need to be customers to be on the receiving end of kind act from Paul or a member of his team!).
I’m always talking to my clients about putting yourself in the customers shoes – trying to see what your customers are experiencing from their view point – it can be a bit tricky and we can only guess, as of course we are all hard-wired with our own personalities and life experiences. However only if we try to see from another’s prospective can we have the chance to make the experience the best it can be for them (and not us!).
Paul, myself and many of you who like and get ‘people’ will find that this sort of thing comes very easily – it’s a natural way for you to behave – an inherent part of your personality. In fact, Paul and I went on to define customer service as pure common sense. It is so obvious to you what the other person wants, needs or would like, that you just know what to do or say to make them feel that they are special and you really care! Well maybe the ‘common sense’ tag comes from being a natural at this sort of thing – as thinking more deeply about this subject, it is definitely common sense, but also about being incredibly emotionally intelligent too.
The article in the Guardian went on to expand about the importance of customer service in today’s business arena – it really is so vital as business owners that you get fantastic at providing excellent service for your customers or they will go elsewhere. You must create a relationship with them and a reason to stay with you. Getting customers to buy on price alone will just put you out of business in the end – it’s a fact.
So are you a business owner with oodles of common sense and deeply emotionally intelligent? Time to look in the mirror and be really honest here. If not, find someone in your organisation who is, and put them in charge of relationships with your customers and watch how they fly (and do wonders for your business too)!
If you need any help identifying your customer service stars, please get in contact – I can help you spot and develop the right person to make customer experience a huge success for your organisation. You know it makes sense!