Where’s the customer service these days?
Improving customer service and the customer experience is more important now more than ever. And the best part is – it’s SIMPLE. Keep in mind, simple doesn’t always mean easy, but it can be started simply by focusing on the fact that you are people delivering products and services to other people.
One of the biggest complaints that I hear about companies today is that they are so “processy” and “systematized” that customers wonder if humans work there or is the place being run by robots?
Yes, we need to have processes and systems to run our businesses, but the people running the business need to be just that – PEOPLE.
Customers are looking for one main thing in their transactions that can set you apart from your competition, or anyone else they’ve recently done business with – a RELATIONSHIP. When people buy from you, they aren’t buying your product or service, they are buying the promise that you will answer their questions, help them find the best product or service you offer to meet their needs, to hold their hand throughout the process, and be there to help if they run into trouble.
Yes, people consider product and price, but with both of those being comparable, the decision always comes down to emotion. People make their buying decisions based on emotion, then back it up with logic. If they feel like they know, trust, and like you, then they are likely to buy from you.
Customer service is about delivering a quality product or service, but then providing the emotional support of service. This means that you need to engage with customers, get to know them, ask what they are trying to accomplish, what are their struggles in this accomplishment, etc. When you truly engage from a genuine place of customer service and it is your goal to do everything you can to delight that customer, you’ll win a customer for life.
Businesses that don’t focus on the customer relationship are those that are filled with ominous forms, stores with lackluster salespeople, customer service reps that barely look you in the eye, and seem completely disinterested in being there until quitting time.
Energize your staff, especially now during holiday shopping season, and remind them that without the customers, they’d have no place to earn paycheck. These customers need to be treated like gold. They want to see smiling, happy faces that are ready, willing, and able to help them.
If you settle for anything less, you may as well hire a robot to serve your customers.