Little Stuff Works to Win Customers
By Lisa Ford, Author of a best-selling training series, How to Give Exceptional Customer Service
You know this already. Little stuff delivered well by your service team can create loyal customers. Recent experiences reminded of the power of “the simple.”
My daughter and I were shopping at Nordstrom for a pair of shoes. They were actually flip flops for her and priced much higher than normally purchased. The saleswoman was classic Nordstrom. She found the right size in the right color in the back. My daughter was questioning if this was the right size and she gave her stamp of approval. Here’s what I loved – while I was signing the receipt, she looked at my daughter and asked, “Did you thank your mom?” She did it in a very fun but motherly way. It was all very fitting and appropriate to her personality. It was a simple thing that worked well. Customer service combined with mothering is a good thing.
This next experience was at a Hyatt Place Hotel. While getting ready to speak at a client’s team meeting, I needed to request an item from the staff. I ventured into the front desk area. The front desk team was quite busy so I wandered into the breakfast area where I was approached by Damian. I had not made eye contact with him. Damian just “saw” I needed help and asked what could he do for me. I love a proactive team member vs. the one who intentionally does not see the customer in need. Again, simple works.
At your next team meeting, discuss the little, simple stuff. Here is what simple can be –
• Good manners
• Anticipating the need
• Thanking the customer for waiting or holding
• Following up as promised
• Calling to update on progress
• Using the customer’s name
• Ending the interaction with a sincere thank you
In my presentations, I speak about creating great customer experiences. However, I believe the simple stuff is required as the foundation of customer service. That foundation earns you the right to go beyond to an experience that is valued and trusted by your customer.
Lisa Ford is a business speaker and author on customer issues. Her training series, How to Give Exceptional Customer Service is a best seller and used by many teams. She can be reached at 770.394.4860 and www.lisaford.com.