Farewell Customer Service...
Most of you know that I’m a full-time flight attendant. I was on a plane ride back to Memphis yesterday and I noticed something the working flight attendant did that bothered me. In the course of a 2 hour flight she only served the cabin once. Can you imagine sitting on a plane and only getting one cup of water or soda, some pretzels, and nothing else the rest of the way there?
Maybe you’re used to that already, I don’t know. But, when I work a flight, I take care of my passengers. I don’t bend over backwards and give them everything they want (limited supplies), but I make sure they’re well taken care of. Depending on the flight time I typically do a general service with the beverage cart, go back through the cabin every 15 minutes with snacks, and offer water once the sodas are put up. Am I required to do this? Absolutely not, but it’s so rewarding when I’m told, “This was the best flight I’ve ever been on!” or “You were the best flight attendant I’ve ever had!” (And I get told that a lot!)
Yes, I’m gripping, but customer service is a big issue for me when I don’t receive the attention I deserve or when I see someone else not getting it either. Before flight attending I worked in retail for years so “mister customer service” was my middle name.
What does my experience on an airplane have to do with you or your business you may be wondering? EVERYTHING! If customers are the life-blood of your business then giving excellent customer service is the IV that continues to pump them into your business’s veins. Let’s explore this, shall we?
What Does Customer Service Really Mean?
It’s called customer “Serv-US” for a reason (Ironically, many southerners pronounce it just like that). As an entrepreneur if you want to keep your business going you’ll have to focus on who’s buying your products and services and not just selling them. When you feel yourself being too pushy or aggressive with trying to make the sale, take a step back and ask yourself, “how can I best deliver value to this person?”
Why Is it Important for Your Business?
There are a million reasons why customer service is important to your business. I’m going to share two really good ones with you;
Steve
Steve Borgman said, “It is invaluable as a means of making a personal connection with the customer, learning what her/his needs/thoughts/wants are…”
LG
LG Reilly said, “Customer services drives repeat business (if good) and dooms by word-of-mouth (if bad). Crucial to any business is gr8 CS.”
I love Steve’s comment because when you learn what your customer’s needs and wants are it puts money in your pocket. It makes it so easy to serve them, to deliver real value, and get a great return on your investment (investment of time of course).
How Can You Deliver Excellent Customer Service?
It’s not rocket science and you certainly don’t need to take a college course on it. But here are a few thoughts on how you can deliver excellent customer service;
- Be a good listener – How are you ever going to know what someone needs if you’re doing all the talking? Be quiet and let your client tell you exactly what he or she needs.
- Put yourself in your customer’s shoes – You know exactly how your client feels because you’ve been there before. That’s why you’re good at what you do, right? Now get out there and solve their problem!
- Pay attention to details – When I see someone, on my plane, with a short sleeved shirt on and they’re folding their arms to keep warm, I get them a blanket. I don’t ask them if they want one, I just do it. Pay attention for opportunities to serve and jump on them!
- Go the extra mile – Don’t you love it when someone goes above and beyond what they’re called to do for you? Do the same for someone else and deliver real value into their life.
- Anticipate Needs – A butler knows that the master of the house needs to take his medicine and has it prepared for him at the exact time he needs to take it. Anticipating customer’s needs builds a relationship that no competitor can ever break!
What Are the Rewards for Delivering Excellent Customer Service?
Sometimes when people board my plane, they’re upset because of the inconvenient security screening process, weather delays, or maybe because they’re not allowed to bring a bag on-board. But, when I deliver excellent customer service for the hour or two that they’re with me it all goes away.
Delivering excellent customer service will create a deeper relationship with your clientele and ensures repeat business for the future. It’s a guaranteed win for both parties and is highly rewarding.
Spiritual Connection
Did you know that humbling yourself and serving others is by far the quickest way to be promoted by God? Jesus is a prime example. He took the very nature of a servant and, according to Philippians 2: 1-11 (NIV),
“God exalted him to the highest place and gave him the name that is above every name.”
Can you imagine God taking you to the highest plateau of your life, career, or business and making your name great? That’s what delivering excellent customer service will do for you.
Is Customer Service Dead?
Despite the header for this blog post, I actually don’t think it’s dead. I just think a greater level of service lies dormant within us. One that can propel us to greater heights of humanity and business. What are your thoughts on customer service? What else can we do to deliver excellent customer service? What lessons have you learned from your past experiences. I really want to hear from you on this, leave a comment or two below.
Want More? Check out some related blog posts on the subject:
Attention Small Business Owners, Customer Service is Crucial
10 Ways to Build Relationships and Keep Clients for Life
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About the Author
Rod
