An Easy Button to Improve Customer Service

In his book The Customer Service Revolution, John DiJulius proposes an "easy" button for elevating customer experiences. Develop a never and always list of six to ten actions and standards that are guiding principles for your entire team. These are non-negotiable standards that will place your showroom in the upper echelon of customer service organizations nationwide.

 

DiJulius advises that each item should be one to three words in length, crystal clear and not subject to interpretation. For example, you may want to set as an always-rule to return email messages promptly. That's not a good directive because "promptly" to one person could mean two hours and to another two days.

•  Never say, "I don't know." Always say, "Let me find out."

•  Never show frustration publicly. Always be a duck.

•  Never accept okay as a result. Always make excellence the standard.

•  Never place blame elsewhere. Always make it right.

Telling a customer that you don't have an answer to the question they have asked destroys confidence and trust. DiJulius says that if you don't know something, acknowledge you don't have the information that was requested, but volunteer to find the answer the customer wants.

 

People disappoint. It can be extraordinarily frustrating if a supplier fails to meet a production schedule or their quality is not acceptable. Pointing the finger of blame at the manufacturer or supplier to explain the reason for the error though is not productive. The point is - don't let your customers see you perspire or lose your cool. In the above reference to a duck, DiJulius points out that a duck gracefully glides on the surface of the water while furiously paddling underneath, which creates the impression that what they are doing is easy.

 

If you call a customer to ask about the progress of their project or if they are satisfied with their tile and they say that it's just okay, you most likely have a problem. After all, you are looking for customers to have an enthusiastic reaction. If a customer doesn't believe that something you have sold them is out of this world, find out why.

 

We've all had problems with suppliers who let us down. If you look through your customer's lens, you will be reminded that your customer did not buy their kitchen from XYZ cabinet manufacturer. They purchased their kitchen from your showroom and if there is a problem, they expect you to fix it. Take ownership of problems and make them right.