I hear that at executive meetings at Amazon one chair is always left vacant at the table. This chair represents the customer. It is a way of saying “Customer service is our priority”.
Contrast the Amazon situation with what I heard one professor say
“Teaching would be great if it were not for the students”
Now excellent service in is hardly a new idea. Most organizations subscribe to it. But how can we take it up a few notches so that we really serve others well?
Furthermore, we are all in the sales business since we are constantly attempting to influence others with our ideas, services, and helpful hints.
Reflect on the following best practices for influencing others and providing excellent service.
1. It comes from the heart.
One can always tell whether the person serving us genuinely cares for us. Their primary concern is our welfare and satisfaction and not the sale they want to make.
Take patient/physician relationships. On average physicians interrupt patients within the first 17 seconds of an appointment. They are looking for a pattern of symptoms so they can quickly make a diagnosis, give you a prescription or referral, and get you out of the office. My physician patiently listens to me, makes sure I feel heard, treats me as a partner in the healing process, and as a result has my allegiance for life.
2. It takes into account customer needs.
Customers have their own reasons for wanting our service. In terms of business needs, they may want us to help them make the work easier or cheaper for their organization. They may also want us to help their brand be more distinctive in a competitive market. Personally they may want recognition or respect in the market. So whether it a business or personal need it is important to remember that we need to be attuned to their reasons not ours.
3. It is a long-term strategic partnership
The mark of great service is that it looks for a long-term relationship rather than just short-term gains. Part of this relationship is becoming the eyes of the customer for the future. Gone are the days when R&D departments in technology companies believe “If we build it they will come.” Rather they see themselves as strategic partners with their clients and invent what the customer needs for future development.
4. It builds on what the customer wants and makes them look good
Daniel Pink in his book “To Sell is Human” points out that the most effective influencing strategy does not operate on a “yes-but” response but a “yes-and” dialog. That is the difference between a wrestling match and a dance.
Try really listening to someone without interruption. Reflect back what they say by paraphrasing (their words) or summarizing (your words).
Now here is the radical part.
Don’t respond with a BUT. Respond with AND. And see what happens.
Maybe you will suddenly be in a collaborative dialog.
I once saw an interview with an actor who worked with Meryl Streep. He said, “When you work with Meryl she goes out of her way to make you look good.”
That’s what great customer service does. That is what effective influencing is. It makes the other person look good.
It serves others well.
I Would Love To Hear From You
Please share a story of great customer service you have experienced. I will showcase all of them in some form in a future blog.
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