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  • Memorable customer service

    by
    administrator
    Published on 28-11-2011 12:05 PM
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    When a friend and I met at a café in Sydney CBD recently, we just loved the way they treated their customers. (Any tea drinkers reading this will share my joy at being given leaf tea in a pot that held more than one cup, then having it topped up with more hot water without having to ask for it.)

    Before we left, we commented on the excellent service to our waitress. To my surprise, she responded “I know! I came here as a customer and was so impressed I asked for a job.” To me, that is customer service on a whole new level. How many businesses could claim customer service as a staff recruitment strategy?

    Her enthusiasm prompted me to take a closer look at how I run Balance at Work. I’d like to share some thoughts with you here and I hope you’ll add your own experiences and suggestions below.

    When we start a business we want to put our customers first and we know the customer is always right – but do we always behave as if we believe that’s true?

    With this experience of being on the receiving end of memorable customer service and having just read ‘Getting Naked’ by Patrick Lencioni, here are some of the changes we’ve made already:

    1. Started a new customer-centric strategic planning process, based on these core values:
    • Celebrate and appreciate individuality and creativity.
    • Respect and care about our customers and each other.
    • Give honest, independent, meaningful advice that is valued by our clients.
    • Strive to be the best we can be while appreciating and honouring who we are now.
    • Build long-term, trusting relationships with colleagues, clients, suppliers, alliance partners and beyond.
    2. Changed our marketing practices to allow for more personal and timely interactions with prospects and clients.

    3. Re-designed internal systems to give clients more of what they value, instead of doing things one way because that’s the way we’ve always done them.

    On the drawing board for 2012 are plans for:
    • More free information and tools for our clients, not for marketing;
    • Client surveys to find out more about what they want/need/ expect/value;
    • Educational and networking events that will serve our clients, not for selling to them;
    • Scheduled, regular, non-sales discussions with clients and prospects to get to know them better.
    After 5 years in business, it feels like we can now move from survival mode to giving that little bit extra. Many of our clients have been with us all that time. It’s in appreciation of them that we’re making changes.
    What have you done – or do you plan to do – for memorable customer service?

    PS. The cafe? Janus at 1 Bligh St, Sydney.

    PPS. My PS proves that memorable customer service is one of the best marketing ‘tools’ available!

    Susan Rochester     and her company, Balance at Work, have been providing people management advice and coaching to small businesses since 1998. Susan would love to hear your ideas and feedback. Connect with Susan on     LinkedIn, Twitter and Facebook or visit www.balanceatwork.com.au to learn more.