October 29, 2017
Some of our best memories are of remarkable customer service experiences. Marketing used to be simple; If you were a business, you told people about your product or service, and that was basically your marketing strategy. It’s a little more complicated these days. The internet allows your customers to not only hear from you, but they now expect to be able to communicate back to you – and with each other ABOUT you. These days, you need to become remarkable. And what better way to do that than by providing customer service worth talking about? Let’s look at five small things you can do to become remarkable in a big way.
Have you ever had an experience where a shop or a restaurant went above and beyond to make you happy? Chances are you are still talking about it, long after it took place. The reality is that it’s not super difficult to delight someone these days. Doing something pleasantly unexpected, especially during the toughest parts of the transaction – those are the moments your clients will remember and tell others about. My favorite unexpected gesture? Show up on moving day with a pizza. You’ll get my referrals for life!
Another small way to make a big difference is to narrate the process. Have you ever had a pinata at a birthday party? You are blindfolded, everyone around you is yelling directions at you, and you are swinging a stick at a moving target? This can often be what buying or selling feels like for your customer. They aren’t sure what is happening, and they are fielding advice from all directions. If you take the time to explain the process, even the parts your customers don’t see, they will feel so much safer and calmer. Take the time during your listing presentations, buyer consultations and catch-ups to talk about what is happening, before they have to ask.
Do you remember when you were a little kid and you were handed a bowl of cereal or a glass of milk? The first thing you heard was, “don’t spill it!” Leading our communications with a negative can be an unconscious habit. Breaking that habit and focusing on the positive can be such a small thing – but it can make a huge difference in how your message comes across. Need to break some less than awesome news to your customer? Start with the positives. You’ll be amazed how much it matters.
For example, leading with a negative can look like this: “This is going to cost extra and take more time, but it’s the best way.” Instead, start with a positive: “This is going to help you get much better results, and it will only take us a few extra days.” See the difference?
You have heard the saying, “Give them a fish and they’ll eat for a day. Teach them to fish and they’ll never be hungry.” This is also an important part of customer service. Often we think that we have to keep all the information and resources to ourselves – or else, why would our customers call us? But that is simply not the case! These days, customers are more savvy than ever, and they are searching online months before contacting us. Instead of being the gatekeeper, make it part of your service to tell them where they can go to find all of that great stuff! Educate them on resources available. If you are the one educating them, when they are ready to make decisions, you’ll be the one they’ll go to for advice.
Lastly, make asking for feedback a cornerstone of your service. Don’t wait until the transaction is over to ask for feedback or a testimonial – ask every time you check in. You may get awesome suggestions to help improve your processes and service… and when it comes time to ask for the final testimonial, it won’t feel like a big ask for your customers.
Remember that the goal of great service is to create customers who create more customers. Start with these small things, and I promise you that you’ll see them turn into big results. Remarkable customer service is a surefire way to stand out from the crowd. So, what are you doing that is worth talking about?