It’s often said that “people buy from people”, but these days, it is more the case that people buy from great customer service.
So what does great customer service mean to me? Well you don’t have to look far to see what it doesn’t mean.
Whether it be having to follow-up on that request to a colleague time and time again before they give you what you asked, a delay in getting your meal at a restaurant, or putting your car in to get fixed and having the dealership tell you there is nothing wrong when you know for a fact there is.
Delivering great customer service to me means three things;
- Matching your products and services to the client’s requirement – understand the business driver behind the requirement and speak to them in their context.
- Make sure you do what you say you are going to do – if you say you are going to call at 3.00pm make sure you call at 3.00pm. If you say your service will deliver a 10% efficiency improvement, make sure you deliver a 10% efficiency improvement.
- Constantly checking in with the client – it is important to keep confirming with the client that they are getting what they need from you. This means a lot of questions, alot of listening, and consistently assessing progress and checking in with your client.
Great customer service is a contact sport, and can’t be delivered when you are sitting behind a desk.
Be proactive with your clients; pickup the phone or go visit them. Ask them if they are happy with the service you are delivering them and challenge their thinking.
It’s all about being there, listening to what they say, be predictable and responding accordingly before they have to ask.