| There are 5 Simple Steps that you can do that | | | | their name and either the color of their eyes or |
| will make a difference in your Customer Service | | | | an article of clothing. |
| right away. Some of the Steps will seem obvious. | | | | If you are in the restaurant business, introduce |
| It's just that we assume everybody has what is | | | | yourself, ask their name and when delivering their |
| commonly referred to as "The Basics." | | | | order, set it in front of them and say "Mary, you'll |
| I'm here to tell you.......WAKE UP! And smell the | | | | really enjoy this dish." Watch your tips go up. |
| coffee before it's too late. | | | | 3. Use Courtesy. Use those words you learned |
| Here are the 5 Simple Steps to teach that will | | | | when you were little. They include "Please", |
| make a big difference. | | | | "Thank You", "May I help you", "How are you |
| 1. Teach them to SMILE. I know, it seems too | | | | doing", "Is there anything else I can do for you |
| simple, doesn't it? Why would I need to point that | | | | today", "How did you find your service experience |
| out? It's because I travel all over the country and | | | | today". |
| consistently receive better service whenever I | | | | Courtesy also extends to actions, not just words. |
| am Smiled at. And I can always tell when I am | | | | I worked at a dealership that emphasized things |
| about to receive less than Average Service when | | | | like walking your Customer to the item they |
| I don't receive a Smile. | | | | asked about, cleaning the bathroom sink with a |
| In today's faster, unfriendly and discourteous | | | | paper towel after using it and presenting the best |
| world it makes a HUGE difference. | | | | possible face to the Customer along with other |
| It may not seem too scientific, that Smiling thing. | | | | things that demonstrated their commitment to |
| Just try NOT Smiling to your Customers for a | | | | the Service Experience. |
| couple of days and see what happens. Understand | | | | 4. Ask for feedback from the Customer on the |
| this is a big part of the Perception. When people | | | | use of and experience of your Customer Service. |
| Smile at us, we perceive it to be a much better | | | | Ask the right way. Instead of "How was our |
| experience, even if it was mediocre. | | | | service today?" which will get you a "Oh, it was |
| I recently had a meal at a restaurant in | | | | fine" kind of answer, ask "On a scale of 1 to 10 |
| Bellingham, Wa. that quite frankly, was average. It | | | | how would we score on providing Service to you |
| was not bad, it was not great, it was good. | | | | today?" (It is the "Specific" question that gets |
| Average. However, if you asked me my | | | | results) You might get a lot more interesting |
| Perception of that restaurant I would say it was | | | | answers especially if you ask the follow up |
| Great! based on the interaction and Smile quotient | | | | question "Specifically, how could I make it a 10 in |
| that my waitress gave me. She was outstanding! | | | | your eyes?" for any answer that is not a 10. |
| Smiles will make the meal taste better and the | | | | 5. Invite your Customer to come back. The right |
| Service sweeter. | | | | way. It's all in the presentation. "It was good to |
| 2. Say their Name. It's the most wonderful sound | | | | see you today, and I look forward to seeing you |
| to our ears. Our Name. And when someone takes | | | | again. If for any reason you remember something |
| the time to learn ours, we feel really appreciated | | | | we could have done better, call me at 111-111-1111 |
| and will respond appropriately. Even in a quick | | | | and ask for me personally." If that is too long |
| Customer Service environment like fast food or | | | | winded, say "My name is _____. Please ask for |
| dry cleaners, we will always return to a place that | | | | me when you come back." You might even say |
| remembers our name. | | | | "It was a pleasure to take care of you. Please |
| It's quite simple to do actually. Introduce yourself, | | | | come back and ask for me, ________." |
| and ask their name. It goes like this, "Hello, my | | | | I read somewhere that the most complex |
| name is Leonard, it's a pleasure to meet you. | | | | questions we face in our society are often solved |
| Your name is...?" Whew, that was hard, wasn't it? | | | | with the simplest of solutions. Here are 5 Simple |
| Here is the trick. Remember it by focusing on | | | | Steps you can take right away. |