Treat Me Right
Recently I've been on the receiving end of both truly awesome and truly horrific customer service
. I've also received service that technically, should have been good but left me adrift. It's caused me to take a deep look at how I treat my own customers. Here are just a few of the things that I've noticed in my life lately and the client service lessons that I've learned from them.
1. I was at a gas station and the attendant washed my windows. I thought, "Wow, I don't remember the last time a gas station attendant washed my windows! I wish this station was closer to my house." By the way, in case you're wondering I live in NJ, there are no self-service pumps here.
Lesson: Surprise your clients. Do something special that is not part of your normal package or program. It could be a small gift, a gesture, a note, quick phone call, email or whatever. Show them that you care about them and that you are happy to have them as your client.
2. I was waiting in a doctor's office when a nurse walked through the waiting room and had a side conversation with the receptionist. She was mocking a patient and said "I won't pay my co-pay but I love you guys". I thought "Hey, don't you realize that I can hear you and that I pay your salary? What do you think about me? It's a good thing I have a good relationship with the doctor or I'd never come back."
Lesson: Well, there are two herebe aware of what you are thinking and saying about your clients. If you're thinking about your clients in a negative way it will always show even if you don't think they can hear you. You always have a choice in whether or not to serve a client. If you decide to serve that client do it with a smile on your face and the belief that they deserve your attention. Oh and lesson tworemember that your staff is an extension of yourself.
3. I spent three nights in a hotel. I registered for their "Premier Guest" program because there was no charge to enroll and got me free internet access. When I showed up at the hotel there was an envelope waiting for me on a rack that had my key in it. There were no lines to wait on and nobody I needed to deal with. When I got to my room I thought, "Hmmm, very convenient but I somehow feel disconnected from the hotel and where is the fitness center?"
Lesson: Just because you think you are doing a favor for your clients doesn't mean you're not short-changing them. I am sure that the hotel I stayed at believed that I wanted convenience and speed. With that, they are right. But by giving me that convenience, they cut out the personal touch. Take the time to make sure that when you add a feature or benefit that you are not inadvertently taking something else away.
4. Several years ago I called to make an appointment for my annual checkup with my doctor. When I got there (almost 2-months later) my doctor told me that I need to make another appointment for a physical. Turns out that when I called I made an appointment for a "check-up". He made me feel like an idiot. I thought "Huh, you're joking! There's a difference? How am I supposed to know? Will my insurance company cover a second visit? Don't you train your staff?" I'm never coming back."
Lesson: Train your staff and NEVER make a client feel foolish.
5. I went to Whole Foods to pick up a few things including my favorite tea. I found the tea I wanted, it was on the top shelf. I'm 5'1. I couldn't reach it. There was a Whole Foods employee there. She was also "vertically challenged". Within a minute she grabbed a step stool and got me my tea. When I went to check out the cash register attendant asked me if I found everything I needed and bagged my purchases.
Lesson: Be available when a customer has a problem and do your best to solve it quickly and completely.
Bonus lesson: If you mess up, and you will, apologize immediately and do whatever you can do to make it right.
What are some customer service experiences you've had that you've learned from?
Copyright (c) 2012 Carrie Greene
by: Carrie Greene
The Significance Of Becoming A Driver You Need An Annuity How Several Car Or Truck Accident Lawyer West Palm Beach
How To Find The Best Face Cleanser Delta Faucet Replacement Parts For Your Washroom Asus Zenbook - Fingers On Study Reaching Your Goals - How To Achieve More Fever Blishter On Lips Asos Reviews - Recent Fall Series If You Have Been Damage In A Very Motor Vehicle Accident Or Have Been Or Else Injured Because Of To Why Digital Stock Footage Is An Invaluable Resource For Professionals How A Proposed Outdoor Walk Became A Quest For Adventure. Peter England T-shirts: One For Individualism