That’s right. Stop trying to make your
customer service better. It’s not good for your business. All of your
competitors are doing the same thing. Working to make your customer service
better is like whipping the horse to make it go faster. There are only so many
ways you can greet people, offer them assistance, hang up their coat, show them
your product line or menu and facilitate the transaction… ENOUGH ALREADY!
This is the year of the bold. So rather than JUST making our customer service
better, ask yourself how you can make your customer service different and
extraordinary. How can we do something other than just facilitate the sale –
how can we have this customer generate some great word of mouth buzz about us?
How do we get this customer to talk about us and how great we are on Twitter or
As an example, recently at a sporting goods
store, we heard a customer ask the clerk where a competing sporting goods store
was located and this was after a long and informative discussion regarding back
packs. The clerk gave the customer precise directions. He then suggested the
customer check out the competitors’ price for the identical item and then said…
“I’ll see you back here in a little bit”.
How many of us have certain places we like to
do business because if they don’t have the item we need they will order it or
they can tell us who in town does have it, even if that place is competitor?
In your Running Shoe Monday Meeting, discuss
taking your very good customer service and turning it into exceptional customer
experiences that goes well beyond the expectations of your customers. You might
even consider shopping the competition. Whatever you discover, whatever you
learn have it be something innovative and creative that will differentiate you
from the rest. You want to stand out.
Here is your bold butt kicker idea:
What is one thing that none of your competitors is doing? How can you make that
something to set you apart? What would it mean to your bottom line if you
implemented this differentiating concept?
That would be BOLD customer service. Remember that this is the sixth week of our
special offer to Shoe Gram Subscribers. Call the University of Street Smarts
and as our gift to you for subscribing to the Weekly Shoe Gram, we will give
you 1 Free Business Idea as part of the 1st Anniversary of the Shoe
Gram. Call (775) 746-5340 or toll free at (877) 414-9985 and we’ll set an
appointment. This offer is good until May 28, 2010 and is limited to one great
business idea per company.