Amazing Service Rule# 13:

“Ask open-ended questions.”

One of the most important ways we serve our customers is to help them get what they want, even if they don’t know exactly what that is. They rely on us for knowledge about our product or service. They come to us for expertise they cannot get anywhere else.

Hey, wanna hear something cool? My newest book has received the “Cool Book of the Day” award. Totally awesome!

Okay, enough silly talk. But what’s not silly is the award. Dan Janal, one of the best-known PR and marketing guys on the Internet has selected my latest book, “More Loyal Customers” for his book award. He picks books based their quality and value to their intended audience. So I’m flattered Dan would pick mine!

Amazing Customer Service Rule# 38:

Always give them something.

One of the biggest challenges when serving our customers is when they want (or need) something we can’t do. It’s frustrating for us because we want to help them. It’s frustrating for them because they’re not getting what they want.

But we can turn this challenging situation into a positive experience for everyone. We do that by always giving our customers something, even when we can’t do exactly what they ask.

I was at a meeting last week where a man I respect used the term “all in”. He used it in a relevant, powerful and eloquent way. In doing so, he caught my attention. And he compelled me to myself two questions.

This first question was, what does it really mean to be “all in”?

“All in” is a poker term that means you have bet everything you have on your hand. It means, all your chips are in play. Winning is the only option or you’re out of the game.

Amazing Customer Service Rule #17

Be easy to work with.

We have policies and procedures. We have rules and regulations. Usually they exist because of good intentions. But they often become obstacles to our customers. They develop to solve problems we face as we serve our customers but sometimes they become the problem.

Amazing Customer Service Rule #39:

Make a great first impression every time.

We’ve all heard it said first impressions are lasting and it’s true. Though we can improve a customer’s perception of us over time, we’re always better positioned if we show them our best stuff right up front.

Amazing Customer Service Rule #18

Every customer contact counts

What your customer perceives about your company is what determines whether they will stay with you. And their perception is built one contact at a time. Even one bad experience can taint their perception of your company and how you do things.