Let’s first define exceptional customer service, which can sometimes be a hard thing to define. What is your definition of exceptional customer service?
Mine is simple. “Do what you say you are going to do, when you say you are going to it. When the opportunity presents itself, go above and beyond the customer’s expectations.”
If you follow the above definition, your customers should always be happy and continue utilizing your services.
An example of doing what you say you are going to do, when you say you are going to do it is when you tell a customer you will have an estimate ready for them by Wednesday. Your estimate needs be completed, and in the customer’s hands, on Wednesday and not a day late. Think of the first impression you are making on a client by being late with an estimate.
Going above and beyond the customer’s expectations in the above example would be to have the estimate to your customer on Monday. In the customer’s mind, you are now on time and even ahead of schedule. If you are a contractor, think about the impression you are making on clients now.
The above example involves a minor detail, but exceptional customer service is all about details. If you do the small things, all the time, they will get noticed.
Think about the businesses you frequent that offer exceptional customer service. Now think about the businesses you will never be a customer of because of a bad experience. What are the differences? Which business paid attention to details? Which business did what they said they were going to do, when they said they were going to do it? Which business went above and beyond?
Let TOTAL Business Coach help your business develop a plan to offer exceptional customer service to your clients. Call us today at 720-295-6055.