A lot has changed in business during the past decade. Everyone is now using social media, smartphones and other means of communication to reach new customers and establish a relationship with existing ones. Customer service isn’t just important anymore- it’s essential, as no one wants to be ignored or left on hold while they wait for help from an organization that could easily have their attention over 200 million people strong if not more!
Sometimes, it’s not enough to just have good customer service. You need to have a great product and make sure that you’re marketing your company in the right way. This is what makes raving fans out of customers who are so impressed with your product that they want to share their love for it with their friends.
I’m from the old school. When I was growing up, the customer was always right (even when they weren’t!). I immediately discovered what it meant at my first job at Dunkin Donuts. I was 14, and my mother, who worked at another shop owned by the same person, felt I needed something to “keep me out of trouble” since I was a brat. I was constantly observed, analyzed, and discreetly shopped, and warned to keep my “snotty” attitude in check. Dunkin Donuts valued customer service above all else, and so did the positions I worked for the following ten years: sandwich maker, server, customer service agent – they all taught me how to smile pleasantly and say yes ma’am, no matter how badly the client treated me. Yes, I learnt how to provide excellent customer service and was even recognized for it later in my profession.
The world has changed. (See “When to Tell a Client to Take a Hike”) I definitely don’t believe the customer is always right. However, I believe that excellent customer service is going extinct. I know times have changed when I go into Starbucks and four twenty-somethings are behind the counter doing anything except waiting on me. “You have customers,” my Dunkin Donuts manager would have patted me on the shoulder, pointed to the queue at the counter, and patronizingly growled. Then he drew me away after they were served to give me another “the client always comes first” lecture.
As company owners, we’re always reading and hearing about how to “wow” clients by converting them into ardent fans, building legions of dedicated followers, and generating “buzz.” But how do we go about doing that? I haven’t seen anybody describe how to get from “acceptable” customer service to “outstanding” customer service. So, to offer you some ideas of what it takes to stun consumers and build adoring fans, I wanted to present four instances of out-of-the-park service.
Examples of excellent customer service
R&D Bodyworx is number one.
The situation: I needed to get a few dents and scratches removed from my new-ish automobile. So I went to a few body shops to get some quotes.
Excellent client service: – They could have assessed the damage and given me a reasonable estimate.
R&D Bodyworx conducted the following: While inspecting my body damage, they noted my tires were in horrible condition. They stated they couldn’t give me an estimate until I had new tires because they were “hazardous.” The next week, one of my bald tires went flat, and I had to replace all of my tires. Guess who’ll be getting all of my bodywork for the rest of my life?
2. Web-based SafeHouse
The situation: I wanted some knowledge on technology and/or anything slightly relevant to my website. So I wrote an email to my Safehouse Site web developers, asking what they knew about the subject.
Customer service is satisfactory: They could have pointed me to a couple websites and informed me where to go to receive the information I needed, which is exactly what I anticipated.
Instead, SafeHouse Web completed the research for me and provided me an email with answers to all of my inquiries. He included the links and said if I wanted to learn more, here were his sources… I know he did the research for me because he included the links and said if I wanted to learn more, here were his sources… It’s time to leave the park service!
Front2BackDesigns are a kind of front-to-back design.
The scenario was as follows: I wanted a banner yesterday and went to Front2Back Designs. All of my artwork was given to them, however my logo file was corrupted. They requested a fresh file, which I sent, but it was still corrupted.
Customer service is satisfactory: They may have advised me to go back to my designer and request another file, which could have taken days.
Front2BackDesigns proactively re-created my logo for me since they realized I was in a rush for the banner and didn’t have time to go back and forth with my designer… completing my banner on time and saving me a lot of time and aggravation! I was “wowed” by these!!!
Eventbrite is number four.
The situation: I was trying to format an event in Eventbrite and was experiencing problems. I addressed the situation to customer service through email.
Customer service is satisfactory: Customer service might have returned and informed me there was a mistake in my html code that was causing the issue and how to fix it to fix the formatting issue.
What Eventbrite did: They wrote me back and stated the issue was with my html code, and that they had already corrected it and structured my event for me!! So my event page was wonderfully planned up by the time they answered to my email (which was really soon). They were able to develop a raving fan!!!
The bottom line is as follows:
We’re searching for those characteristics that set firms apart (see “Price Doesn’t Matter”). Prices are growing like crazy, and customers have more alternatives than ever. – And exceptional customer service isn’t something that will set you apart; it’s an expected. WOWing consumers; giving folks something to rant and rave about; giving people something to tell their friends and neighbors about is what building an incredible customer experience is all about!
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Frequently Asked Questions
What is the third secret to creating raving fans?
A: The third secret to creating raving fans is knowing your target audience correctly. In order for a brand to market itself properly, it needs an understanding of who the customer base will be and what their personality traits are so that they can craft exactly the right message that resonates with them most effectively.
What is the second secret of creating raving fans?
A: I am not sure what you mean by second secret of creating raving fans. Please clarify?
How do I make customers raving fans?
A: Youll want to get your customers raving about your product, and you can do that by offering them a good value for their money. Offer discounts on the products they buy or offer freebies with purchases. Customers will become more loyal if they feel like they are getting a great deal!