Leaders Understand The Importance of Superior Customer Service

Service with surprise is like a box of Cracker Jack. It was not the cool box or the caramelized popcorn we craved - it was the free prize inside. While the prize had little economic value, its emotional value was priceless. Surprise breaks the monotony of ho-hum, communicates a caring attitude, and fosters an infectious spirit that customers cannot wait to share with others. Some companies have the principle of including the Cracker Jack surprise down pat. Zappos is ranked #2 in the U.S. in customer service. It also has "Create Fun and a Little Weirdness" as one of its core values. Zappos sent a bouquet of flowers to a loyal customer after the call center operator learned she had just had an emergency appendectomy. Miller Brothers, Ltd., an upscale men's clothing store in Atlanta, has "sophisticated fun" as one of its hallmark values. And the proof? A colorful gumball machine sits on a small table in the store's entrance foyer. Beside it is a large bowl of bright shiny pennies. Guess where Junior goes while daddy is trying on trousers? What can you do to apply the "Cracker Jack" Principle? Pretend the service that you deliver is like your customer's birthday. The best gifts are those that contain a delightful surprise. Put on your "little kid" creative hat and consider ways to make your service silly, funny, whimsical or quaint. Better yet, ask a kid for ideas! Like Cracker Jack, position the surprise in a way that heightens the astonishment and amazement. "Being on par in terms of price and quality only gets you into the game. Service wins the game." Customers exist inside, as well as outside, our organizations. In a manufacturing company, Shipping is the customer of Production Operations, who is the customer of purchasing (suppliers), who is the customer of Order Management. Product Design is the customer of market research, etc. The same customer service chains exist in service companies and non-profits. There are many examples. Does your organization need to significantly boost its level of customer service for either internal or external customers? As a leader, what could you do to improve customer service? Truth@Life can help. Call 248-396-6255 or email me at curtis.songer@gmail.com for a FREE consultation. For more info on help I can provide check out http://truthatlife.com/