Here is your Daily Dose of Amazing Service:
Assure your customers
And here are some additional thoughts on this topic…
Customers come to us for one of two reasons. They want our help to accomplish something or to avoid something. They know they outcome they want. They engage our expertise and resources to get there. And when customers choose us, they do so with a certain amount of risk. They risk their time and money. But, most importantly, they risk not getting what they came to us for.
One way to assure customers is to be specific. For example: “Mr. Smith your car will be ready at 4:15 pm today” is much more specific (and believable) than “Mr. Smith, your car will be ready later today”. Details tell them you know what you’re doing and that you have the situation under control.
Another way to assure people is to make notes. As you talk with them, take time to write down details of the situation. Even if you’re talking over the phone, ask them to pause for a moment so you can take notes. This tells them you are serious about helping them and you want to get all the information you can. Plus it makes it easier to archive that information so your co-workers can access it if you are gone next time the customer calls back.
Take some time and think about how you can assure your customers using both your words and actions. Write these down and keep them where you can see them when you work. Review them daily for at least two weeks.