Can I serve you?

Does good customer service matter any more?

The most expensive Ice cream I’ve ever had — yet, worth every penny! (photo by ap.pics)

Everywhere I look on social media these days there’s comments about the level of service customers receive.

There are many who bemoan that today’s customer service is rubbish; lack lustre service seems to be the norm these days. Also, there are a few that post that they have received, what they thought was, good service.

What is ‘good’ service?

For me, good service is when I can easily purchase and receive my goods, or be provided with the service I booked. Good service is just getting what you expect. I will buy from that supplier again if I need what they offer. I might even pay A bit more than a competitor’s offer, if I’ve become a loyal customer.

In recent years, it appears that our expectations of ‘good’ customer service have reduced to match the ‘usual’ mediocre interactions.

If you want to stand out from the rest of your competition, you need to give great service! …and remember, your competition is any other company that will encourage your potential customers to spend their ‘hard earned’ with them.

Great service is more than just delivering what was ordered. Great service is about making the customer feel that you really care about them; that you are grateful for their custom; that you are passionate about your job; that you are a pleasure to deal with… All this over and above a well organised and timely delivery of your customer’s purchase.

I believe that ‘great’ customer service starts with the leader of the business! The business owner/CEO/MD is responsible for serving the team; the team are there to serve the customer. Even non-customer facing team members need to do what is required to help their colleagues deliver.

Only when a business is customer focused throughout, will it be possible to deliver an experience customers will rave about.

Efficient and effective processes in your business are really important; but it’s the hearts and minds of your people that need most support and guidance. Many of the big stores seem to have forgotten that the customer has a choice where they spend their cash. If you get rubbish service in a store, you may as well buy online and have your purchase delivered to your door.

How do you measure customer happiness with your service? It is important to know what your customers think of your business; also very important, is to know what your customers think of other businesses competing for their spending attention. Micro surveys are one way, another is to build a membership relationship via social media. Why is it that I ‘hide’ some sponsored offers on Instagram immediatly and leave others? Some are definitely not relevant; but the ones I find irritating/don’t trust, just get blocked!

Customer and prospect loyalty is built on the relationship with the supplier. What are you doing to build that relationship? It’s definitely worth the effort.

In today’s market place, ‘good’ customer service is not enough… to win the customers’ custom and build a strong relationship, you need to be giving ‘great’ and consistent customer service.

P.S. The ice cream was served, with style and great service, at the Cafe De Paris in Monaco, next to the famous Monte Carlo Casino.