Clarity – Transparency – Empathy
During a conversation with a friend, he complained about the quality of the cleaning his clothes were receiving from the cleaners he had been going to for years. I asked him how long this had been happening and he said, “For some time.”
Confused by his answer, I asked him why he continued to use them. His answer: “I like them, they are very nice people.”
In this simple statement sits the key to good customer service. You can have all the procedures down, plus the best of training, but good, consistent customer service will continue to elude you and your business unless this key concept is emotionally understood and implemented.
“People do business with people they like.”
This basic principle is the key that will grow your business faster than any other because it creates the framework for your customer service philosophy.
The way we show people we like them is not only by treating them with civility and courtesy, but by making sure when they do business with us they receive value for the money they invest in our products.
The cornerstone of all good customer service policy is: Clarity – Transparency – Empathy. When practiced consistently, your customer will always receive value.
Never forget - Customer service must be “good theater.”