Kevin Glynn
September 4, 2013
What makes great customer service? How do you define it in your business? Do
you out-perform your competition? If you can’t answer these questions then
you should talk to a Coach. Your whole team needs to understand these
metrics and work together to your customers’ expectations.
What is a wow experience, besides an overused term? Are customers saying, “
that was the best meal I ever had!”? “The person on the other end of the
line was more helpful than I expected.” ” The person behind the counter
really made me feel special!”
Do you think this just happens? How much money do you think Disney world
puts into training? How much do you put into training? Do you train your
staff once or are you doing it over and over repeatedly until you see
results.
As in anything, practice is important to create repeatable results. How many
shots did Michael Jordan take, how many slap shots did the great Wayne
Gretzky take, how many balls does Tom Brady throw before games every season?
To become good at something you need to practice. To become great at
something you need to practice a lot.
Do you want your company to give good service or great service? To be great
you need to practice, train, role play, and focus on best practices. Always
be striving for continuous improvement and hire the best people you can find
with the best attitudes and train them well. Often it will start with them
kicking and screaming, but once they get use to it and the culture begins to
change, then you should see a difference in how your customers react to your
business.
Last, survey the heck out of them and always be asking for feedback on how
you could be doing things better. Add these principals and practices to
your business and you should see your profits soar.
This can be difficult, so if you need help in devising training programs and
implementing them while getting everyone on board, call Lighthouse
Strategic Partners at 508-946-2655 and bring in the experts to help you
bring your business from good to great!
