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Your first contact sets the bar for customer expectations

Kevin Stirtz — Mon, 28 Dec 2009 21:51:49 +0000

Here is your Daily Dose of Amazing Service:

Your first contact sets the bar for customer expectations

And here are some additional thoughts on this topic…

Is it always a good idea to “wow” your customers the first time they do business with you? Maybe not.

Your first contact sets the bar for all future interactions. So if you really knock their socks off the first time, be ready to continue at that level.

If you don’t, you risk losing their confidence and their trust. They’ll wonder why things have changed and if the change is permanent. Once they start thinking this way it will be harder to keep them.

Make sure whatever their first experience is, you maintain or exceed that level of service on all future contacts.Other articles you might like:

Give them an experience they won’t forget

Kevin Stirtz — Mon, 14 Dec 2009 23:38:00 +0000

Here is your Daily Dose of Amazing Service:

Give them an experience they won’t forget

And here are some additional thoughts on this topic…

When I was in high school we had several teams that were state championship caliber. One was our soccer team, coached by a German teacher named Ted Seidel. I never played soccer and I never took a German class. But I’ll never forget Mr. Seidel.

One day at a pep rally, he told the entire school, if the boys soccer team won the state championship, he would sing a song by Queen called “We are the Champions”.

They won. He sung.

It was hilarious. Picture a short, happy teacher (with a thick German accent) bouncing around the stage singing a song you normally heard on the radio played by one of the most popular British rock bands ever. Mr. Seidel even encored with his own version of “Another One Bites the Dust.” The crowd went wild.

I remember it like it was yesterday. I probably always will. Because it was fun. It was genuine. It was emotional. And it was 100% unexpected.

As a customer how often do you have an experience you won’t soon forget? How would your customers answer this question?Other articles you might like:

Make customer service fun

Kevin Stirtz — Tue, 20 Oct 2009 15:36:37 +0000

Here is your Daily Dose of Amazing Service:

Make customer service fun

And here are some additional thoughts on this topic…

I was reading a book by Stevie Ray and I came across a perfect example of how to have fun while serving a customer. And the example is from an organization that’s not exactly known for having a zany culture: The Minnesota Department of Revenue.

Here’s the example:

Employee: “And a gooood morning to you. Department of Revenue.”
Caller: “Yeah, I need to order a replacement tax form.”
Employee: “Well don’t worry. We won’t hold that against you. What company is this for?”
Caller: “ABC Company”
Employee: “I think I’ve heard of you. Were you on America’s Most Wanted?”

(The conversation went on from there.)

This employee made a conscious decision to have fun while he helped people. He was still effective. He did his job. But he made the experience memorable for his customers. And he probably lightened their mood a little (which is a good thing if you’re calling the Department of Revenue).

What is one thing you could today to have a little more fun with your customers? How could you create a more positive and memorable experience for them (while still serving them well)?

Other articles you might like:

Deliver Better Customer Service by Having Fun

Kevin Stirtz — Wed, 13 May 2009 14:45:54 +0000

Here is your Daily Dose of Amazing Service:

Have fun today!

And here are some additional thoughts on this topic…

One of the biggest reasons customers don’t return is they have no reason to. Sure they might get what they want but they often get it with no personality, no sparkle, no sizzle. Their experience is a dud. It’s about as exciting as cleaning your ears. There’s nothing memorable about it. Or worse, employees are crabby, grouchy or even angry and they show it. Yuk!

On the other hand, companies that enjoy tremendous customer loyalty offer their customers something they can’t get anywhere else: FUN. They provide them an unexpected, positive experience. They have fun with them. The employees enjoy their work and each other and their customers. It’s not that they goof off or waste time. They don’t. But they find ways to bring fun and joy into their work and they bring their customers along for the ride.

Watch this video (it’s short and funny and work-safe). Then ask yourself how you could bring more fun to your job and your customers. What’s one thing you could do today to get started?Other articles you might like: