Cities and towns often develop reputations for different things. Beaches, golf courses, fishing, art, cold weather. You name it and a locale is probably associated with it. But I’ve yet to hear about a community famous for their customer service. I’ve never experience or been told about a town where the service is so good and so consistent, it’s part of their brand.
But what if that place existed?
How would a community benefit if they were famous for their customer service? What difference would it make to their local economy if people who came there were routinely thrilled at how well they were treated?
Would that make it a better place to live, work, shop and visit? Would it boost the local economy? Would it be a little more resistant to our economic ups and downs?
I think it would. Plus it would a lot more fun to live there.
Here’s how you might get started:
1. Get local organizations like the Chamber of Commerce, city or township and major businesses, to meet and agree on customer service standards. Include employees and customers in these discussions. Create a list of 3-5 standards.
2 . Publish the standards. Make them part of the community brand. Create a logo if that helps. Put them in the newspaper, on websites and in local stores. Let people know what your community stands for.
3. Plan an event to recognize people in your community who deliver amazing customer service. Lee County, FL had 350 attend their last such event. Promote this event and offer incentives for people who win the awards.
One of the best things Lee County did was they told the story of each customer service award winner. They shared examples of how these people delivered amazing customer service. These stories become powerful branding and learning tools.
If your community is serious about being a desirable place to live, work, shop and visit, being famous for customer service could help.