"Have a nice day"
"Missing you already"
"Thank you please call again"
yuck !!!
Whilst I am a strong advocate of customer service I absolutely hate these formula farewells that some companies force their staff to use.
Nothing makes me cringe more than a spotty youth mouthing some inanity at me because it says he has to in the corporate training manual.
I well remember the training manual for a Pizza company I worked for in my youth, there were three A4 sheets on how to slice a cucumber !!! now whilst I would agree that clear written instructions are a good idea in most cases there is such a thing as going too far.
Ok back to formula farewells.
Why do I object to them so much?
In my last post I gave an example of excellent customer service part of which was the farewell, patently the assistants weren't making up a new farewell for every customer but conversely they weren't simply mouthing a corporate message either.
Now I have no idea whether every assistant was briefed on what to say, whether there is a board in the staff room with suggested phrases or perhaps the store manager handed them out every morning and to me it's unimportant, what's important to me and I guess I'm no different to a lot of people, is that I felt the farewell I got was personal.
People like being treated as individuals, each of us is unique and we're not greatly enamoured of being treated like a robot.
When you think about the times when you've had excellent customer service were they when you were treated like the guy before you and the one behind or was it because you were singled out and treated specially?
Now the managers amongst you will be saying to yourselves I haven't got the money to treat every customer individually and I say to you if you don't you won't.
Great businesses are built up by giving that little bit more, it used to be price but in this age of rising standards of living and increased spending power that's not going to be enough.
Some companies little bit extra is quality, who wouldn't do all their food shopping in M&S if they could afford it? Some companies focus on range, look at B&Q they would be the last to claim their customer service is the best in the business but just look at their range.
So what's yours?
Next time: Two Latte's and an almond Croissant
John Anslow
http://www.service-computers.com/
Friday, May 19, 2006
Wednesday, May 17, 2006
The definition of excellent customer service
I buy my suits from Suits Direct in the Whitgift Centre in Croydon, it's not the cheapest place in the world, nor does it have the shortest queues, in fact I often have to queue for a very long time indeed, the quality isn't any better than elsewhere and it's not easier to get to.
I know you've guessed why I go there but just in case you haven't it's because they are the definition of excellent customer service.
Whenever I walk into the shop and let's face it you don't buy a new suit every week I am personally greeted by every assistant, I don't mean they line up and shake my hand but whenever one catches my eye they acknowledge my presence with a genuine smile and a few words of welcome.
I wander around a bit and make my choices, which suits I'd like to try on, which styles etc. and I wait for someone to become free, often an assistant will say "I'll be right with you, I just have to serve this customer" I wait patiently and spend the time watching said assistant serve.
While I am not the centre of attention it is a pleasure for me to observe how the assistant works, every customer is made to feel welcome and valued, the assistants listen as well as talk, of course they advise and try to sell by association "Would you like a matching tie with that jacket sir?" but the customer is not made to feel uncomfortable by this and a polite "no just the shirt" is accepted just as happily as "hmmm, maybe what would you recommend?"
The articles purchased are folded and neatly placed into a carry bag, a free suit bag for jackets and full suits I might add, and payment processed courteously, "thank you" still seems to be in their vocabulary.
Once the transaction is complete the assistant ends the experience by walking the customer to the door carrying the purchase, handing the goods over, wishing them well and thanking them for the business, "thanks for coming in today sir, see you soon"
And then the assistant comes to me, excusing his tardiness with a cheerful "I'm sorry to have kept you waiting, how can I help you today?" or something similar.
And so it goes on, whilst I am being served I become the centre of the assistants world, nothing is too much trouble and I receive excellent advice as well, the assistant finds the size I'm looking for in the style I wish to try on and walks me to the changing room, whilst there he maintains a cheerful conversation, at the same time gathering information to help tailor his offerings to my requirements, am I wanting a suit for work a funeral a wedding etc.
When I emerge I get an unbiased opinion on fit and style with a recommendation on alternates if my choice isn't quite the thing.
Finally when my selection is made we proceed together to the till where the above procedure takes place again.
I've never walked out of there feeling less than a valued customer and often wanting to shout out to the world "this is how it should be done !!!"
Ok enough of the advertisement now the serious stuff.
WHY ?
Why is it that this store can give this level of service when just across the boulevard is a huge multinational that is excellent at giving me the impression that it couldn't care less whether I bought their goods or not, do they have more resources? I doubt it, do they have more staff ? Nope, better premises, location, stock, prices all no, no, no, so why?
I believe they give such excellent customer service because they know that it pays, by concentrating so much on their customers they ensure repeat business, no retailer can afford to fill its stores with staff so queues are inevitable the difference here is that you don't mind waiting for something so good.
If you can see others being treated so well how keen are you to receive the same? When you stand in the queue at the supermarket of your choice and it's 5 deep and you watch the cashier throwing the goods down the ramp with a surly look on their face how motivated are you to wait?
Ever just dumped your trolley and walked out?
In my local supermarket there is one cashier who never has a queue less than 5 deep, even at quiet times, his name is James and he has excellent customer service skills, greeting everyone with a smile and serving them as they wish, fast/slow packing for them or not etc. Never short of a bit of chat he remembers his customers and greets them like old friends with the result that even my wife won't go to anyone else now.
When I asked him how it was that he was so popular he said, "I just treat people like I'd like them to treat me"
hmmmm heard that one before somewhere?
Next time: Even smiling makes my face ache
John Anslow
http://www.service-computers.com/
I know you've guessed why I go there but just in case you haven't it's because they are the definition of excellent customer service.
Whenever I walk into the shop and let's face it you don't buy a new suit every week I am personally greeted by every assistant, I don't mean they line up and shake my hand but whenever one catches my eye they acknowledge my presence with a genuine smile and a few words of welcome.
I wander around a bit and make my choices, which suits I'd like to try on, which styles etc. and I wait for someone to become free, often an assistant will say "I'll be right with you, I just have to serve this customer" I wait patiently and spend the time watching said assistant serve.
While I am not the centre of attention it is a pleasure for me to observe how the assistant works, every customer is made to feel welcome and valued, the assistants listen as well as talk, of course they advise and try to sell by association "Would you like a matching tie with that jacket sir?" but the customer is not made to feel uncomfortable by this and a polite "no just the shirt" is accepted just as happily as "hmmm, maybe what would you recommend?"
The articles purchased are folded and neatly placed into a carry bag, a free suit bag for jackets and full suits I might add, and payment processed courteously, "thank you" still seems to be in their vocabulary.
Once the transaction is complete the assistant ends the experience by walking the customer to the door carrying the purchase, handing the goods over, wishing them well and thanking them for the business, "thanks for coming in today sir, see you soon"
And then the assistant comes to me, excusing his tardiness with a cheerful "I'm sorry to have kept you waiting, how can I help you today?" or something similar.
And so it goes on, whilst I am being served I become the centre of the assistants world, nothing is too much trouble and I receive excellent advice as well, the assistant finds the size I'm looking for in the style I wish to try on and walks me to the changing room, whilst there he maintains a cheerful conversation, at the same time gathering information to help tailor his offerings to my requirements, am I wanting a suit for work a funeral a wedding etc.
When I emerge I get an unbiased opinion on fit and style with a recommendation on alternates if my choice isn't quite the thing.
Finally when my selection is made we proceed together to the till where the above procedure takes place again.
I've never walked out of there feeling less than a valued customer and often wanting to shout out to the world "this is how it should be done !!!"
Ok enough of the advertisement now the serious stuff.
WHY ?
Why is it that this store can give this level of service when just across the boulevard is a huge multinational that is excellent at giving me the impression that it couldn't care less whether I bought their goods or not, do they have more resources? I doubt it, do they have more staff ? Nope, better premises, location, stock, prices all no, no, no, so why?
I believe they give such excellent customer service because they know that it pays, by concentrating so much on their customers they ensure repeat business, no retailer can afford to fill its stores with staff so queues are inevitable the difference here is that you don't mind waiting for something so good.
If you can see others being treated so well how keen are you to receive the same? When you stand in the queue at the supermarket of your choice and it's 5 deep and you watch the cashier throwing the goods down the ramp with a surly look on their face how motivated are you to wait?
Ever just dumped your trolley and walked out?
In my local supermarket there is one cashier who never has a queue less than 5 deep, even at quiet times, his name is James and he has excellent customer service skills, greeting everyone with a smile and serving them as they wish, fast/slow packing for them or not etc. Never short of a bit of chat he remembers his customers and greets them like old friends with the result that even my wife won't go to anyone else now.
When I asked him how it was that he was so popular he said, "I just treat people like I'd like them to treat me"
hmmmm heard that one before somewhere?
Next time: Even smiling makes my face ache
John Anslow
http://www.service-computers.com/
Tuesday, May 16, 2006
Service is not a dirty word
I don't know about you, but bad customer service really gets my goat.
Being an interested party as far as service is concerned I thought I'd share my views on the subject and see what happens.
How many times have you stormed out of a shop vowing never to return because the prices were too high, the lights too bright, the carpet the wrong colour?
Exactly !
Compare that with how many times you've done the same because of poor customer service.
Need I go on?
Well obviously it's something I feel strongly about so I'm going to, brace yourself !
Approximately 2000 years ago someone formulated the perfect definition of good customer service, "Do unto others as you would have them do unto you" what a powerful concept !
Studies show that average customers spend a fortune over their lifetimes and yet stores continue to allow their staff to treat them with disdain, why is this?
Store managers are generally a pretty harassed group, they have innumerable calls on their time and though they might wish to provide excellent customer service they simply haven't got the time to spend on developing their staff.
What is the consequence for British retailing?
Stores are forced to compete on price alone, driving down margins and entering a viscous cycle of cost reductions, look at what's happening to one of our major retailers, consistently voted cheapest retailer the quality of their customer service has been going through the floor, is this because they don't care?
I don't think so.
Compare them with the leading retailer miles ahead of its competition because it's made a conscious decision to spend the money on customer service at the expense of prices, though x percent more expensive than their competitors they are currently wiping the floor with them, why?
And now we get to the fundamental truth "People want good service" of course some people are willing to sacrifice that for cheaper prices and there will always be a market for that but retailers who rely on them will see a shrinking marketplace as standards of living continue to increase.
Please, please, please oh you heads of multi-national companies, give us some respect and spend the money to improve your customers' shopping experience.
When you next sit down and discuss customer experience or consumer paths or whatever buzzwords you use to describe how you make your customers feel, put your selves in their shoes and ask, "how would I like to be treated?" then go forth and do unto others as you would have them do unto you !
Next time : The definition of excellent customer service
John Anslow
http://www.service-computers.com
Being an interested party as far as service is concerned I thought I'd share my views on the subject and see what happens.
How many times have you stormed out of a shop vowing never to return because the prices were too high, the lights too bright, the carpet the wrong colour?
Exactly !
Compare that with how many times you've done the same because of poor customer service.
Need I go on?
Well obviously it's something I feel strongly about so I'm going to, brace yourself !
Approximately 2000 years ago someone formulated the perfect definition of good customer service, "Do unto others as you would have them do unto you" what a powerful concept !
Studies show that average customers spend a fortune over their lifetimes and yet stores continue to allow their staff to treat them with disdain, why is this?
Store managers are generally a pretty harassed group, they have innumerable calls on their time and though they might wish to provide excellent customer service they simply haven't got the time to spend on developing their staff.
What is the consequence for British retailing?
Stores are forced to compete on price alone, driving down margins and entering a viscous cycle of cost reductions, look at what's happening to one of our major retailers, consistently voted cheapest retailer the quality of their customer service has been going through the floor, is this because they don't care?
I don't think so.
Compare them with the leading retailer miles ahead of its competition because it's made a conscious decision to spend the money on customer service at the expense of prices, though x percent more expensive than their competitors they are currently wiping the floor with them, why?
And now we get to the fundamental truth "People want good service" of course some people are willing to sacrifice that for cheaper prices and there will always be a market for that but retailers who rely on them will see a shrinking marketplace as standards of living continue to increase.
Please, please, please oh you heads of multi-national companies, give us some respect and spend the money to improve your customers' shopping experience.
When you next sit down and discuss customer experience or consumer paths or whatever buzzwords you use to describe how you make your customers feel, put your selves in their shoes and ask, "how would I like to be treated?" then go forth and do unto others as you would have them do unto you !
Next time : The definition of excellent customer service
John Anslow
http://www.service-computers.com
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