Here is your Daily Dose of Amazing Service:
See things from your customer’s view
And here are some additional thoughts on this topic…
Every Saturday a bunch of us have breakfast at a local restaurant. We always ask for separate checks. This makes it easier when we pay. And, unless we have our regular server, we always get the same response. They total the checks separately but they’re still printed on the same piece of paper.
Maybe the server considers them separate because they’re each totaled on their own. But from the customer’s view, they are still combined. If they are on the same piece of paper, they are not separate.
And this happens every time unless we have our regular server.
If this many servers miss something this trivial, I wonder what else they are missing. What other ways are they seeing and doing things from their perspective rather than the customers? And how is that affecting their customer loyalty?
{ 2 comments… read them below or add one }
I totally agree that it tends to be the really small things that can make the difference between good and great customer service. I wrote about a similar customer service experience in a restaurant (cafe – I’m from the UK!) here
http://www.trainingreality.co.uk/blog/Customer_Service_1.php
and these details are the ones that I try and focus on in the training courses I run. It’s fundamentally about thinking about and understanding not only what the customer wants, but why.
Great blog by the way – cane across it on Google Alerts for “customer service”, so your SEO guys must be getting something right!
Thanks, Simon.
Hi Simon – thanks for sharing your thoughts – all the way from the UK
I like your points in the post you mention: “err on the side of the customer” and “observation is crucial”. Nice work. And thanks for reading too!