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Stand Out!
Are you content with being run of the mill ... or would you rather rise to the top? In today's competitive business world standing out has a lot to do with providing 'exceptional customer service', especially if you're interested in long term success.
But here's the catch ...exceptional service requires a strong commitment to paying attention to ALL the little things, such as making every customer feel welcome and valued.
Have you ever visited a place of business and felt ignored or unwelcome? Can you remember the feeling? Not very pleasant, was it? And did it make you want to go back again? Hmmm.
This brings to mind a true story about a couple that enjoyed staying and dining at a particular hotel. On one such occasion they checked in, freshened up in their room and, tired from their journey but still anticipating a pleasant evening, went down for dinner.
Unfortunately, on this evening they found themselves standing uncomfortably in the restaurant foyer being totally ignored. Meanwhile, the maitre de was making a computer entry just a few feet away.
Because they were standing in full view of the dining room, they felt much like they were "on stage" as diners frequently looked up to watch them. Servers occasionally walked by but alas, no acknowledgement from them either.
Finally, after a few polite "ahems" directed her way, the maitre de finished her computer entry and turned to greet them.
So, was she pleasant and respectful when she finally did address them? ... Yes.
Did they have a nice meal? ... It was very good, as usual.
And did they still enjoy their evening? ... Without a doubt, partly because the couple had decided long ago not to let such small things negatively affect them.
However, since that time neither he nor she has had quite the same warm feeling about either the hotel or the restaurant. In fact, although they have stayed and dined there since they've also enjoyed other hotels and restaurants in that city, which they might not have done except for that one uncomfortable experience. In other words, their loyalty is no longer nearly as strong.
Is that logical? Probably not ... but customer loyalty is at least as much about feelings as it is about logic.
So, what's the moral of this story?
Simply this ... when it comes to customer service everything counts, even the little things ... often especially the little things! And one of those very important little things is to ALWAYS acknowledge, as quickly and warmly as possible, every person who comes into your business. Even when busy with another customer or on the phone, you can still ensure each person feels welcome and valued.
How? ... Simply by making brief eye contact and offering a friendly smile, with possibly a slight hand gesture to let them know they'll be attended to as soon as possible.
It may seem like a small thing, but it can make all the difference in the world ... especially if you want to stand out.
To your success,
Reg Neufeld
Growing Into Success Training
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