“Stop Trying to Delight Your Customers”

If a customer has to expend extra energy to have their issue resolved, they are less likely to be loyal.  However, if the customer doesn’t have to put too much effort into resolving their issue, they are more likely to be loyal.  This according to a 2010 published article in Harvard Business Review titled, “Stop Trying to Delight Your Customers.” 

But, if you have been following me for the past ten years, whether through my blogs, newsletters, seminars or webinar, you know I’ve said this already.  And I didn’t need to survey 75,000 customers like HBR did. 

I have long said that exceptional customer service is ‘necessary evil’ we have to do it, if we don’t our competition will.  But there are three problems with exceptional service that makes it an evil. 

First, exceptional service is easily duplicated.  Think about it, if I’m your competitor and I hear or witness a service you are providing, that I’m not, can I copy you?  Sure I can.  And now, copying our competition is easier than ever, all I have to do is go to your website and surf around.  And, an unexpected problem from being duplicated is that we, as service providers, are raising our own bar.  We are setting unrealistic expectations on ourselves.  What are the services your our providing that your competition can be easily duplicated?  MORE BELOW.

 Choose one of these three great training tools.  Along with the gift, you will receive a profile form to help us give you the information best suited for you.

Quality Customer Service vs. Exceptional Customer Service;

In this 15 minute audio and power point presentation you learn the difference between Quality Customer Service and Exceptional service.  Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge.  And we will show you how exceptional service may actually hurt your business because it is the necessary evil.

If you would like this free training tool, click and send qualitymodel@gormanbusinessconsultants.com

Privacy Policy; your information will not be sold or rented to any third party company and is exclusively for the exchange of content-rich training between your company and Gorman Business Consultants.

Time Management Matrix;

In this 45 minute audio and power point presentation you will learn where your time goes.  Pin-point what are your greatest time wasters?  Identify what are the things only you can do.  And what are the things other people can do.    

If you would like this free training tool, click and send timematrix@gormanbusinessconsultants.com

Maturity Ladder;

In this 45 minute audio with power point presentation you will learn how to assign tasks to the right person based on their level of maturity.  From there you will be able to give the best feedback to ‘grow them up’ the ladder.  All leading to a positive, mature, work environment.

If you would like this free training tool, click and send maturityladder@gormanbusinessconsultants.com

 Second, exceptional customer service can be expensive.  Too many times companies feel they have to ‘giveaway’ products or services to make apology for the mistakes we made.  In truth, if we handle the issue, and handle it quickly, the customer will return with future business for us.  We must remember to address the intellectual needs of the customer by fixing the problem and then their emotional needs by simply saying we’re sorry.

Third, exceptional service has a perception problem.  I may perceive the service you provide for me as excellent but, someone else may say, “They should provide great service, their prices are outrageous!”  Or, to me, great service is a knowledgeable service provider.  But to you, great service may be a clean environment.  If you focus your energies on one and not the other, someone is going to be disappointed with your level of service.  Try as we may, we can’t ‘reach’ everyone.  We are always going to have critics, so why spend time and money on something that has a high percentage of missing the target?

Quality customer service is the avenue to follow when considering where to put your energy to keep the customers you have.   If you would like to know the difference, send me an email for a gift of my 15 minute webinar recording giving you the details.

Thank you.

Mark

mark@gormanbusinessconsultants.com

 

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