As I write this, Gigi and I are out in California spending some quality time with our grandson Peyton, son Taylor and daughter-in-law Gabbie.
We've really had a wonderful time which has included some memorable experiences…but…we were also reminded several times of how important TRUST is as it relates to dealing with customers.
And this time, we were the customer.
We experienced challenges with valet in San Diego, a front desk clerk in Anaheim, and the LA Dodgers entry staff (and the trip is not over, so there may still be more).
Now...I don’t think I’m difficult to get along with or that my expectations are too high (I rarely get accused of that)?
Maybe then…poor training is to blame or principles of maintaining exceptional customer courtesy is very very low?
But…none the less, it leads me to this week’s thought.
Customer Service is often thought of as a proactive process (what can we do to anticipate the needs of our customer), but actually it’s not just proactive…it’s also reactive (when something goes wrong, what can we do to repair the damage we have done to our customer).
If you’re trying to only be good…customer service might work and fit your bill.
But…if you’re striving for BEST…seek out ways to deliver on a Customer Focus.
Customer Focus is entirely proactive…it requires listening before, during and after the transaction.
When something goes sideways (and especially before it goes sideways), take some time to actually listen to your customer, then work together to find a reasonable solution to their problem.
In every California case, I was told what they would do (and they still did not deliver)…not what they could do…and what they would do was not vaguely what I knew they could do (in every case, they lost my business or will lose my future business along with any recommendations or referrals I can give...and that may be a lot).
If you're in the service business (and most everyone is), take some time to really listen to the challenges your customer is having or observe what they silently are experiencing and go to work solving the problems BEFORE they ever experience a bigger problem.
That's what having a Customer Focus is all about.
Maybe you could take a moment today to think about how you are punishing your customers for doing business with you?
Trust…it’s not just a concept…especially when it’s happening to YOU.
And that’s no way to build a business!
Smiles, have a GREAT week and Keep Building TRUST...Mark