Overwhelm your customer!

Do your customers or guests REALLY get the impression you and your employees care about them?

I recently returned from a family member's college graduation in another state. While there, I stayed in a hotel that had recently been purchased from another chain. I had stayed at the same hotel 4 years ago, and had experienced a room in disrepair and a "worn-out" attitude of apathy from the staff. What a difference there was this time!

Every single staff member who passed me in the hall, or interacted with me in some other way, cheerfully asked me how I was or smiled and said "hello" as if he or she really cared. There were some problems again with my room, and the staff at the desk immediately offered a significant discount, free breakfast the next day and asked if I wanted to move to another room. The staff appeared so welcoming that my impression of the hotel was much more positive.

It costs so much more to get a new customer (or employee) than to keep the current ones; put major effort into caring and your bottom line will look a lot better!

Five Star Service in a Doctor's Office

When you go to a physician's office, what are the things that make you willing to return?

Many people hate long waits to see the doctor, especially when given an appointment time and then being admonished by the stern-sounding receptionist to be on time. It just doesn't seem fair if the doctor is then more than a few minutes late to see you. Isn't your time just as valuable as his or hers? I regularly ask for the first appointment of the morning or afternoon to try to reduce the wait time. However, if the doctor is regularly late, I may switch to another physician who usually is on time.

Patients also hate feeling stupid because they don't understand what the doctor is saying. Many people will not tell the doctor they don't understand the medical terms or the implications of having some test or disease. Physicians needs to speak in "plain language" so patients get the message the first time. Patients also need to ask for the information to be explained in simpler words.

The third thing that bothers many people is when nurses and receptionists do not get answers back to patients when they say they will. If they are not able to call you back when their own outgoing messages say they will, or at least the next morning, this can be frustrating for the patients, and bad public relations.

A doctor's office where the staff work together well, convey information on time, patients are seen at or close to their appointment times, and doctors explain information so patients understand it, is a rare place. I only know of one such place. I think it is closed to new patients now.

What bugs you most about doctors' offices?

Can Your Customer Understand Your Jargon?

When you speak to your customer, can he or she be expected to understand? In other words, are you guilty of using jargon or acronyms?

Jargon or acronyms give your employees or industry members a way of communicating efficiently, of saying the information in a shorter amount of time. But others who come from different backgrounds cannot be expected to understand.

Today I sent an e-mail asking for information from an organization. I clearly indicated that I am not a member of their industry. The group sent back a response within 2 hours, to my amazement. However, it had an acronym in it, and I did not understand it. It was past business hours when I read the message. I finally went online and was fortunate to find an explanation.

This was a poor customer service response; I was frustrated.

When you convey a message to a listener, make sure he or she can understand it!

World-Class Service!

Sometimes service goes so far beyond the expected that it really makes you take notice. Today, my windshield wiper literally flew off my windshield when I turned the wiper on. Thankfully, it did not hit anyone or anything, although it certainly could have. It was also not raining, merely frosty out, and I was trying to clear the last remnants of frost away. Later in the day, I drove to an O'Reilly's Auto Parts store, and spoke to an associate named Jack. Jack helpfully found me the right wipers and cheerfully put them on. I mentioned that my car had had a spill earlier in the truck, and what could he recommend for that? This is where the service gets unbelievable.
Jack recommended a product, which I bought. But when I explained that the spill was in the trunk, and I could not fully get out the carpet in the trunk to clean it, Jack took 5 minutes and competently helped me to do it! Although I had been driving the vehicle for many years, I had no idea how it was put together. Jack truly went beyond what was expected - and he and, by association, his chain, certainly made an impact.

Well-trained entry-level staff make a difference!

Yesterday I stepped into a drugstore chain, and was quite surprised at the well-trained young workers there. When I went to the cosmetics counter and asked for a kit of grooming products,
the young woman regretfully shook her head and said the store did not carry one. However, she walked me to the various aisles and showed me the components I needed. Then, at the pharmacy counter, a "pharmacy cashier" located my prescription, took my money, and smiled as he thanked me by name.

Do these techniques make customers decide to return there for future purchases? Yes they do, and the young workers learn to take pride in their well-learned skills.

What has your best buying experience been, and how did the staff's customer service skills play a part?

Going the Extra Mile

I recently signed up for a trial period of a new service on the web. My previous service provider ignored my e-mails, disconnected his telephone, and was generally hard to deal with. My new service provider is offering me a 30 day trial. Although pricey, in 2 days I have been contacted by the account executive by both e-mail and telephone, offering his help, and spent some time with the tech support team as well.

The service so far is excellent. Whether I stay with them depends on the results.
Have you received excellent service, especially at the beginning of your relationship with a company? What in particular made the service so great?

Strike While the Iron is Sizzling Hot!

Have you ever had a wonderful opportunity for someone to do something he had wanted to do, offered it to him, and then watched with amazement as he procrastinated until it was too late?
How did it make you feel? If he does this often, it is logical that he will get fewer opportunities (and possibly fewer friends).

It's true that everyone has different priorities and schedules, but it pays to strike while the iron is sizzling hot!