We just had to share the article below from Mark Sanborn about 5 Simple Service Strategies Everyone Can Do. Enjoy!
We all need to be reminded. In any business, there are lots of important things we need to remember.
Sometimes the day-to-day urgencies and emergencies cause us to forget the simple things we need to consistently do to deliver great service.
What follows aren’t grandiose strategies formulated by a room full of expensive consultants. These are strategies you and everyone on your team can easily do if you choose.
If you’re a leader, practices these and remind your team. If you’re someone who has contact with customers and clients, do these things and enjoy the benefits.
1. Be nice.
Pleasant, positive people are a step ahead of unpleasant negative people, even if you’ve given the latter service training. You can teach nice people to give better service, but it is hard to teach unpleasant people to be nicer.
2. Minimize suffering.
Ask yourself, what is your customer’s biggest problem? Solve it. Or at least minimize it. You’ll get credit for creating value.
3. Increase happiness.
Look for any opportunity to add joy to the customer’s experience. Appropriate levity, a kind word or a little encouragement are all simple things that can make a profound difference.
4. Ask customers what they want.
You don’t have to be a psychic to find out what customers desire of you and your business: ask them.
5. Give customers something to prove you love them.
Occasionally comping an item or throwing in something extra proves to the customer how much you value them and their business.
What? You’ve heard all this before? Terrific. How much of it are you doing?
Mark Sanborn, CSP, CPAE is president of Sanborn & Associates, Inc., an idea studio for leadership development. He is an award-winning speaker and the author of the bestselling books, The Fred Factor: How Passion In Your Work and Life Can Turn the Ordinary Into the Extraordinary, You Don’t Need a Title to be a Leader: How Anyone Anywhere Can Make a Positive Difference and The Encore Effect: How to Achieve Remarkable Performance in Anything You Do. His book Up, Down or Sideways: How to Succeed When Times are Good, Bad or In Between was released October 2011. To obtain additional information for growing yourself, your people and your business (including free articles), visit www.marksanborn.com.
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