To have a speaking business without a solid customer service focus will prove fatal.
Without customers you don’t have a business
If you already care about people, then you need to have in place a system where you are always striving to make an awesome experience every time you have contact with your customers. It becomes a “wow” experience and you stand out head and shoulders above your competitors.
Your goal of Customer Service is to leave every person you connect with happier than you found them.
Not just satisfied, but actually happy
You only have one chance to make a first impression. In the first moment of truth with your clients, you have the opportunity to create a warm welcome that sets the tone for the entire relationship.
The two types of customer experiences
“Treat others how we would like to be treated”
1. We have all had experiences of crappy customer service where we were left feeling:
2. Equally we have all had experience where we were left feeling:
- overwhelmed by generosity
- light hearted
- completely taken care of
If you consistently look for, “How can I add a bit of wow to my customer experience?” This is where your business will outshine the competition.
Who are your customers?
“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer!”
-Sam M. Walton, CEO Wal-Mart
Expand your definition of “Customers” to engender respect and positive attitudes to everyone you connect with.
Your customers are not just the people who pay for your goods and services.
Your customers include:
- Clients who pay for our goods and services
- Friends and associates of your clients
- Joint venture partners and affiliates that you do business with
- All staff who you work with
Good customer service doesn’t just mean happy customers
It means continued success, increased profits, higher job satisfaction, improved company and organization morale, better teamwork, and market expansion of services/products. Plus, it’s just downright good karma!
How to “WOW” your customers.
You need to be committed to being extraordinary and creating an awesome customer experience. It doesn’t mean you have to be perfect at everything. Also, anytime that you do mess up, it’s your opportunity to create a raving fan.
Let’s take a look at the specific opportunities when you can “wow” your customers.
- At speaking gigs.
- At the point when people buy.
- The ongoing customer experience.
- When someone has had a bad customer service experience.
Your business is only ever going to reflect your values in business. Your customer service model implemented with the right intention and within the right culture, then you can just absolutely stun and “wow” people. You can have integrity, and you can care about people, and you can make a lot of money. They are not mutually exclusive. It is vital to have the right systems in place. It becomes very hard to deliver a great customer service “wow”, a great customer experience without it.
This week, brainstorm a list of ways you can “wow” your customer. What could you offer or do that would be of high value to your customer, but of low cost to you.