Wowing your Clients - Creating Raving Clients
If you call someone, you expect them to pick up the phone. If they don't, you expect them to call back. If you ask a question, you expect the individual to provide the correct answer. When you place an order, you expect that order to be filled. When these things happen, however, it's not as if you believe you have had a great service experience. Furthermore, you're not likely to recommend that service provider to someone else just because the service provider picked up the phone, were professional or called you back. They are simply meeting baseline expectations. On the other hand, if your expectations are not met, you will definitely form a negative perception of the individual and their firm. So when it comes to baseline expectations, there is no upside, but lots of downside!
Therefore, in order to provide a truly differentiated level of service, so you not only keep your clients, but your clients also rave about your service delivery to their friends and neighbors, you need to ensure the basics are in place, and then look for opportunities to take it one step further and 'wow' your clients.
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Posted by Susan Hoekstra at 10/22/2009 7:14 AM 
Categories: Customer Service Tips - competitive advantage
Tags: Bad Service Good Customer Service The Service Journey Competitive Advantage customer service expert Susan Hoekstra
Categories: Customer Service Tips - competitive advantage
Tags: Bad Service Good Customer Service The Service Journey Competitive Advantage customer service expert Susan Hoekstra
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11/12/2009 6:18 PM
uberVU - social comments wrote:
This post was mentioned on Twitter by fullcirclegroup: Wowing your customers is very importanthttp://cli.gs/TvuPN
The first thing that bothers me when I call a company is all the different buttons you have to hit to get to the group you need to talk to. Then when I do get the person I want to talk to they put me on hold. I sit there and watch how long it is taking from when I first made the call until I finaly get my question answered. Then the person gets back on the phone (no apology) and says I have the wrong department and then gives me the phone number of whom I am trying to contact and does not offer to transfer the call..Bye, Bye for this Company. What happened to respecting the customers's time?
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Excellent question. If executives really thought about how much their decisions impacted their clients' decisions as to whether or not they continue doing business with companies, those executives would probably be providing much different experiences. The problem is, they forget one basic principle: Actions have reactions ...
By the way, if you haven't already, check out my blog post that questions Whose time do you value?... it talks about many of the same issues you've raised here. I think you'll like it. Have a great day!
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