|
|
|
|
|
|
Sweat the Small Stuff for Great Customer Service
Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t let the little things in life stress you out—it’s important not to make the mistake of overlooking the little things that can be critical to achieve wildly successful customer service in your business.
At first I was hesitant to write this article because the message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. You’ve heard the stories; you’ve experienced it first-hand. Driving through the fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesn’t say “thank you.” The teller that greets you with only a gruff “Next!” The receptionist that ignores you while discussing last night’s social events with other employees. The bagger at the grocery checkout that complains about the newest company policy.
Consumers are starving for good service. And what they’re often hungry for may sound like little things — common courtesies that certainly wouldn’t be considered rocket science — but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed the rest of the pack, while the rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are the requirements to even be in the running. Read the news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are the people and the little things they do (or don’t do).
Here’s a list of some of the little things, when experienced together can make a big difference to customers and how they view your organization:
* Answering a call by the third ring
* Transferring a call quickly to the proper person
*
Timely return of voice mail and e-mail
* Eye contact
* A warm smile
* A friendly hello
* Just a moment, I’ll be right with you
* Excuse me just a moment, let me find out
* A polite and sincere tone
* A genuine apology when warranted
* You’re welcome
* A heartfelt thank you
* An honest attempt to help
* Your undivided attention
* Following up as promised
* Taking the extra step in any situation
* Honesty about problems and mistakes
Customers can usually accept that problems and errors will occur from time to time in any business relationship. What often matters more to customers than the mistake itself is how these difficult situations are handled. Customers crave the common courtesies, which is not to say that the common courtesies can make up for gross negligence or repeated problems. However, the little things can go a long way to establish trust and rapport and create customer acceptance of your efforts to resolve problems when they arise.
If you’re concerned about creating great customer service, begin by asking yourself this question: "Is your organization sweating the small stuff in customer service?" It really can make a big difference!
Reprint Information
Your organization may reprint this article for your newsletter, online publication, or mailing list. We ask that you print the:
* article in its entirety;
* byline of the writer;
* information about the writer, which is available at the end of each article; and
* contact information, including our toll-free phone number in the U.S. (800-886-2MAX) and website address (www.AchieveMax.com)
We would appreciate a tear sheet or electronic copy of the articles you reprint.
About the Author
Kathleen J. Wheelihan is a professional speaker for AchieveMax®, Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Kathleen has made presentations ranging from creativity to customer service and leadership to teambuilding. For information, call 800-886-2MAX or visit http://www.AchieveMax.com.
|
|
|
|
|
| The Art and Science of Leadership |
| The very essence of leadership is that you have to have a vision. ... Leadership Development Outline - contains the leadership guide listed to the right, ... |
| www.skagit.com |
|
| LeadershipJournal.net | Church Leaders & Leadership Training |
| Leadership's award-winning and relevent editorial provides timely insights on critical issues facing today's pastors and church leaders. |
| www.christianitytoday.com |
|
| Leadership - Wikipedia, the free encyclopedia |
| Leadership can come from an individual, a collective group of leaders, ... Though advocates of the "big man" school of visionary leadership would have us ... |
| en.wikipedia.org |
|
| Leadership - Forbes.com. |
| Careers, Jobs, Management, Money, Compensation, Salary, Bonuses, Corporate Citizenship, Corporate Responsibility, Corporate Social Responsibility, ... |
| www.forbes.com |
|
| LeadershipNow - Leadership Development - Main Page |
| A source for free articles and shopping for leadership resources. |
| www.leadershipnow.com |
|
| Leadership University |
| Collection of articles in PDF format for distribution to classes, leadership teams, or outreach audiences. Sponsored by Campus Crusade. |
| www.leaderu.com |
|
| Center for Creative leadership: leadership at CCL.org, leadership ... |
| leadership at CCL.org. Specializing in leadership development, leadership training, executive coaching at CCL. |
| www.ccl.org |
|
| U.S. Senate: Senators Home > Senate Leadership |
| It shows the Senate's relationship to other branches of the Federal government and provides a quick view of Senate leadership, officers, and committee ... |
| www.senate.gov |
|
| Leadership |
| Quick Search This Journal:. Leadership. Sign up for SAGE Email Alerts today! Select an Issue from the Archive February 2005—November 2006 ... |
| lea.sagepub.com |
|
| Leadership |
| Describes programs, products, and services of the Covey Leadership Center, The goal of which is to help solve personal, professional, and organizational ... |
| www.ncrel.org |
|
| Academic Leadership |
| Articles and Essays for those in academic leadership roles - from unit coordinators to university presidents. |
| www.academicleadership.org |
|
| United States House of Representatives, 109th Congress, 2nd ... |
| Leadership Offices. Office of the Speaker · Office of the Majority Leader · Office of the Democratic Leader · House Majority Whip · Democratic Whip ... |
| www.house.gov |
|
| Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson |
| Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson by Rudolph W. Giuliani,Ken Kurson. |
| www.amazon.com |
|
| Leadership.com |
| Welcome to Leadership.com: Shaping the leaders of the Internet era ... Leadership.com offers several modules that empower leaders to build more effective ... |
| www.leadership.com |
|
| Leadership Network |
| Identifies and connects innovative senior pastors in the US and Canada through Leadership Communities and other events. |
| www.leadnet.org |
|
| Educational Leadership |
| Selected responses will be included in either the print or online versions of Educational Leadership. The deadline for this special section is December 8, ... |
| www.ascd.org |
|
| The Leadership Trust - Excellence in Leadership Development |
| The Leadership Trust has launched a new leadership development programme specifically ... The Leadership Trust recently welcomed The John Smith Fellowship ... |
| www.leadership.co.uk |
|
| Progressive Policy Institute: Defining the Third Way |
| Progressive Policy Institute, Democratic Leadership Council Home ... It is time for progressives to fill the leadership void on energy policy by offering a ... |
| www.ppionline.org |
|
| Business Leadership Skills - Leadership Development Training ... |
| Inc.com's Leadership Resource Center covering topics such as leadership development training, business leadership training, and business leadership skills. |
| www.inc.com |
|
| Leadership |
| These pages aim to expand the readers knowledge and understanding of the continuing debate in management studies about the role of leadership in the ... |
| www.ee.ed.ac.uk |
|
|