| Maintaining your customer service momentum and | | | | equivalent of heresy. Hear me clearly, I contend |
| building upon the foundation you've put in place is | | | | that "bending" rules is different than "breaking" |
| the key component for success. If you want to | | | | them. An example might help here. The clothing |
| get the most mileage out of your customer | | | | store policy states that store hours are from |
| service efforts, consider these tips for maintaining | | | | 10:00am to 9:00pm. A customer purchased |
| your service momentum. | | | | several garments and has requested alterations. |
| 1. Redefine Your Routine Service Activities. | | | | She needs the items for a business trip |
| All of us have aspects of our jobs that are | | | | tomorrow. The alterations have been completed, |
| routine, mundane and down right boring. Often | | | | but your customer must leave town before the |
| these activities require little thought or planning. | | | | 10:00am store opening time. Question: Which will |
| Unfortunately, this is the place where our service | | | | build your customer service momentum more |
| momentum lags or breaks down first. Redefining | | | | quickly - opening early for your customer to pick |
| the routine, mundane and mindless aspects of our | | | | up her alterations or forcing her to abide by the |
| job functions often reveals new opportunities for | | | | company policy? Gray areas like this occur in |
| service at a level unexpected by our customers. | | | | business every day. Consider these two points of |
| Take a quick survey of the routines in your job | | | | caution. Evaluate which policies, rules and |
| that you dread, dislike or find boring. With list in | | | | procedures are pliable and which are not. Those |
| hand, schedule some time to talk with the most | | | | activities that would be too risky, too costly, |
| imaginative person you know. Ask for suggestions | | | | illegal, immoral or unethical are off limits. The |
| that might breathe new life and excitement into | | | | activities which have more room for independent |
| these routines. A fresh perspective may reveal | | | | decision making are the ones that, on occasion, |
| possibilities to which we have become blind. | | | | can be bent to satisfy the needs of your |
| Additionally, ask for the opportunity to spend | | | | customers. Finally, take a minute to think. What |
| some time each month working along side | | | | are the specific, long term ramifications of the |
| another employee in a job other than your own. | | | | action? What is the best thing that can happen if I |
| This might be a subordinate, a peer, and when | | | | respond to a customer this way? What is the |
| appropriate, a superior. The new perspective will | | | | worst thing that can happen? A moment of |
| give you a better understanding of the overall | | | | thought may save hours of regret. |
| direction of your organization. You will have the | | | | 4. Make the Last Few Seconds Count. |
| chance to learn more broad-based skills and | | | | People remember most what they experience |
| develop more collaborative working relationships. | | | | last. Making the last few seconds count is a great |
| The change of pace and scenery allow you an | | | | way to build on the momentum of your customer |
| opportunity to be infused with new insights and | | | | service efforts. The first step to accomplish this |
| energy regarding how you might better serve | | | | is to display and communicate an appreciative |
| your customers. | | | | attitude. Tell your customer specifically what you |
| 2. Listen, Think and Use Common Sense. | | | | appreciate about them, Specificity proves you |
| Exceptional customer service boils down to | | | | know and care about what others do for you. |
| building relationships with people. The best service | | | | Next, never part company without asking if there |
| providers are interested in the customer's needs | | | | is any other way you can help your customer. |
| and work to provide a satisfactory solution for | | | | Offering your assistance is the single best way to |
| those needs. As you are engaged with each | | | | identify continuing or additional needs your |
| customer, ask thoughtful, focused questions that | | | | customers may have. Finally, if you really want to |
| will reveal what the customer is thinking, how the | | | | extend the momentum of your customer service |
| customer is feeling and what the customer wants | | | | efforts, write your customers a thank you note |
| to happen next. Once you ask a question - listen. | | | | -whenever possible. This follow up communication |
| The response the customer provides will help you | | | | is rarely expected. Most service providers miss |
| formulate ways to create a common sense, | | | | this additional chance to be top of mind with their |
| tailor-made plan of service. | | | | customers. It will cause your customer to think |
| 3. Bend the Rules, Sometimes. | | | | about you just a little longer and (hopefully) more |
| Some people have been trained and conditioned | | | | positively than your competition. Now that's |
| to think bending rules and going against established | | | | momentum! |
| organizational policies - for any reason - is the | | | | |