Wednesday, August 27, 2014

No Problem is a Problem

“No Problem” can be a problem. A common reply to “Thank You” is “No Problem.” If you want to provide customer service that sets you apart from the others tell folks You’re Welcome.
No Problem speaks from your point of view. It often tells customers their issue was not a problem and they should not have brought it to your attention.  You’re Welcome acknowledges the customer’s point of view.
Listen to service providers next time when you say Thank You. Judge from your own reactions. 
Congratulations I have now anointed you a You’re Welcome cult member with all the rights & privileges … You’re Welcome!

Thursday, August 21, 2014

Adam's Story

Adam is the example of Extraordinary Customer Service. He sells shoes at Tops For Shoes in downtown Asheville, NC. This is an independent show store going into it's 3rd generation of ownership. They live and breathe customer service. The only way employees leave is through death or having to move away.
Adam has been working at the store for 5 years. He was in the restaurant business. A friend got him a job in the stockroom of the shoe store so Adam would have something else to do. In a couple of years he found himself on the shoeroom floor selling shoes - something he never thought he would do.
Adam quickly discovered that his job was not selling shoes. His job was helping solve people's problems. If they have hurting feet, leg problems, or back issues he understands the shoes he was fitting were to solve the problems.
This is what Extraordinary Customer Service is all about. Helping people solve problems not selling goods or services. Adam does not want to sell you a shoe you will not wear. He wants you to be better because you saw him. That's Extraordinary Customer Service!

Tuesday, August 12, 2014

It's Just A Tweak

Extraordinary customer service is actually quite simple. Think about a time when you experienced poor customer service. Now think about a time when you experienced extraordinary customer service. The difference between the two are often just a simple tweak. It doesn't take much to transform a poor experience into an extraordinary one.