Great Customer Service: The P.S. I Love You Factor
By Stephanie Beck
I gave my 10-year-old niece a journal with a request that she express her thoughts throughout the year and return it to me the following year at Christmas. She lives in the Midwest and I live on the West Coast and we only get to see each other once a year. I adore her and wanted to be a stronger part of her life and was hoping to learn more about her. She was very excited and couldn't wait to get started. This year the journal was wrapped and given to me with daily entries. Since receiving the journal, I have thoroughly enjoyed reading through the events of her life and have responded to them in a journal that I will keep this year and give to her at Christmas. One very precious thing that appeared at the end of each of her entries, no matter what the subject was "P.S. I love you."
Doesn't that make you smile? Don't you feel better when you receive a little note and does it help build your confidence? And that is what great customer service is all about. I am not saying that we need to tell our customers we love them, but they need to feel we care. I have put together five ways to ensure the "P.S. I love you" factor happens for business.
First, always leave a great impression. If we treat each contact as if it will be the final opportunity to leave a lasting impression, what do we want them to remember? Some companies make it a point to include a little "sweet" treat with every order. A giftware company I worked for years and years ago would always include a package of M&Ms with every order. I can't tell you how many times I would receive calls from customers saying, "I need some more M&Ms, I mean to place an order!" Always made me laugh how a $0.50 piece of candy would help be responsible for a $1,000 order. That was something this giftware company did that was unique and different with their customer service and it worked for them. Even when a package would get destroyed in transit, those candy coated chocolate pills would calm even the hottest customer temper. Life is always going to hand us unpleasant situations — view them as opportunities to leave a great impression.
Second, always do your best no matter how small or large the task. Don't short change a project just because it's not the million-dollar deal. I had a massage student who spent 45 minutes at a tradeshow talking to me about products, discussing ingredients, glide and texture ... and only purchased an 8oz bottle. That student went on to be the lead buyer for a very prominent chain of spas that has since sent me millions of business dollars over the years because I took the time to make that student feel important. We all get in a hurry at times and may not be on our game 100 percent. No matter how high you climb up the corporate ladder, remember that you never become too important for a task. Your goal is to make your customers feel important.
Third, always treat people with respect. That golden rule is sometimes difficult to live by especially if you aren't shown the same courtesy. It is important to listen and not just hear what people are saying. Give them your full attention. Whether the customer orders $1or $1 million worth of merchandise always treat them as if they are the most important person.
I know people claim they multi-task and I am ashamed to say I have done it myself — on the phone talking to a client and trying to answer an email at the same time. Was the customer really getting my full attention? Probably not. How many times have we felt the "brush off" from a sales associate because we have questions and they don't have the time to educate us? Ever been in a management meeting and your boss keeps pulling out his smartphone because he received another email? With today's technology we have instant access to virtually everything, but there is something to be said for common courtesy and giving people your full attention. Because if roles were reversed chances are that same behavior would not be acceptable. As difficult as it is with some people, always treat people with the respect and courtesy that we would want to be treated and they will appreciate it.
Fourth, you do not have to be used as a doormat. Sometimes it is okay to walk away, just make sure it is on your terms and you leave a great impression and you are respectful. Always still use the golden rule, even though not everyone adheres to that same rule. If a customer is constantly complaining and you are in a no win situation sometimes it is just best to shake hands and part as friends. If people can't treat you well, you don't have to continue. Try to adapt your controllable items to get a better response, but do not expect to change the other person if they do not want to change. It is okay to let a customer go, just be sure you have done everything you can to make it right. Most of the time we can kill a bad attitude with kindness, just make sure it is still a win/win for all involved at the end of the day.
Fifth, remember to respond not to react. When dealing with an irate person our first instinct is to fight fire with fire. Experience shows that this method only elevates the situation and can make it worse. This is also a good item to remember as a business owner or manager of employees. Stay calm; let the person know you will help them with a solution. Find out as much information as you can by asking questions and do your own research. Find a sensible solution that turns it into a win/win whenever possible. If you are at fault apologize and offer a solution. Conflict is going to happen, reacting can get a "hate" reaction, responding can give a "love" — or at the very least — a "like" response. If the customer goes away unhappy and more irate both parties lose. Even if the level of satisfaction of the customer can not be reached, if a logical sensible solution is presented in most cases a positive result is achieved.
Even though we won't ever be all things to all people, at least be in control of your actions and behaviors and be strategic with your responses. Nothing in life is owed to us. We must earn the values such as respect and trust, therefore treating people as we would like to be treated goes a long way to earning those values. We will feel better about ourselves and our customer will feel better about us.
P.S. I love you
About the Author:
Stephanie Beck has been working for over 10 years in Sales and Marketing as a Massage and Spa Industry Professional for many top name companies including Biotone, Scrip Companies and Bon Vital, Inc. Stephanie has written in-depth protocols and taught several classes for massage and spa products throughout the US. She has served as a published guest columnist for Massage Today and Marketing Matters. She and her husband live in San Diego, CA. If you have any questions about branding or marketing, she can be reached at sbecksales@gmail.com.
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