Every business thinks they offer great customer service. Yet every one of you reading this has experienced lousy customer service, probably within the last week!
I think the problem is that we don't have a definitive guide of what great customer service looks like.
I also think great customer service isn't enough. Just being great merely gets you a thanks from the customer (if that). It doesn't move the needle towards referrals or word-of-mouth advertising. It doesn't grow your business.
You give great customer service. She says Thanks. Transaction over.
We need to WOW her to get her to talk and get her to bring others to our store.
Check out my new eBook, Customer Service: From Weak to WOW! Like all of my eBooks, this download is FREE. The eBook takes you through 8 different interactions a customer has with your store and ranks the type of service she gets from Weak to WOW! so that you can see where you fit on the scale and where you need to improve.
Customer service in this country has been devalued because it has been so weak. We need to reverse that trend. Please download the eBook. Share it with your staff. Share it with your fellow business owners. Share it with your Chamber of Commerce, your DDA, your Shop Local program.
If we collectively raise the bar on what WOW customer service looks like, we make customer service an important element in the shopping equation once again.
PS If you would like me to come to your town to do a one-hour presentation on this topic (or any other topic), send me an email. While I think the info looks good on paper, those who have seen the live presentation will tell you it is much more powerful in person.