Update your Customer

service cultureWhen things go wrong with technology – tell your customers! I recently had an experience with an on-line printing system that was not working for me. After many attempts and several calls to service representatives, I was told that the reason why my print job didn’t work was because the system had been down! If someone had mentioned that to me hours before, it would have saved me a lot of time!

Think about your process when things break down. What communication methods are you using so your representatives receive the correct information so that they can better inform their customer? How can you use multiple ways to get the word out to your customers? What proactive ways can you receive positive and negative feedback from your customers?

If you would like help designing an effective process to notify your customers when your system breaks, I’m here to help. Email me or give me a call to start updating your customers today.


Larry’s Mufflers – Part 3

I’m not that familiar with cars.   So when I went to Larry’s Muffler to get a brand new muffler on my ’97 civic – I was expecting to sit in the waiting room, pay what I owed, and walk out of the store.   But not at Larry’s.  Lo and behold, Larry took me out to the garage and had me look under my vehicle to show me exactly where the holes were in the old muffler and what his team member would be replacing.  I was blown away!  I not only had an incredible, personalized experience as a customer, but I was treated with respect.  Larry was willing to show me exactly what was wrong and how he planned to fix it.   

What can you do to treat your customers with respect and individualized attention?  I think this is especially when you have service encounters that involve things that a customer may not understand or be familiar with.  Indeed, it is so important not to “talk down” to a customer in these types of interactions, but rather, treat them as a peer. Better yet, share with them some things related to their service so they walk away with some valuable education!

Creating a Service Experience

Drawer A few months ago, my husband and I had a wonderful experience of service.  I had purchased a bedroom set back in 2006 and unfortunately, one of the drawers in my dresser broke.  We went back to the store where I had originally bought the furniture, were told to order a new drawer glide, and ordered it from a hardware store, (who had ordered it from a local manufacturer, Accuride).  However, upon receiving the part, my husband couldn’t figure out how to attach the glide to the drawer.  I called Accuride and left a message with one of their representatives, Garold Harford.

What Garold did in just a few simple actions helped transform an ordinary service transaction into a memorable service experience.  In the next four excerpts we’ll be dissecting all the small behaviors that Garold did for us and I bet you can apply these actions into your own business.

 The question for you to ponder for today is this  – how can you transform ordinary service encounters into true service experiences?

Freedom and Service

Martin Luther King Jr FinalEach year on the third Monday of January, we pay our respects and honor Dr. Martin Luther King Jr who fought for freedom, equality, respect, and dignity for all races and for all people.  Best remembered for his “I have a Dream” speech that he delivered August 28, 1963 in Washington DC to civil rights marchers at the Lincoln memorial, Martin Luther King Jr’, also epitomized a life of service – service to his fellow man, service to his congregation, service to future generations – even at great personal risk to himself.

May we be reminded about freedom – freedom to speak our mind, freedom to pursue our dreams and goals, freedom to worship our own God, freedom to pursue life, liberty, and the pursuit of happiness. May we be reminded about the high cost of freedom – that freedom is not free. Many lives have been sacrificed by those in military and those on the front lines of justice – including Martin Luther King Jr – all to give us our freedom.

 One of the best ways we can honor those who have upheld freedom in our country – is to serve others. As Martin Luther King Jr said, 

Everybody can be great… because anybody can serve. You don’t have to have a college degree to serve. You don’t have to make your subject and verb agree to serve. You only need a heart full of grace. A soul generated by love.

 Who can you serve today?