“Faith”

Companies that deliver great customer service have faith. What do I mean by faith?  Having faith means, believing in something you have no proof of. We think that smiling, making eye contact, and using the customer’s name will bring them back but, we really don’t know it does. But, we do these things because we have faith that it will bring them back.

So many times participants leave my workshops with some great ideas that will allow their company to deliver outstanding customer service and separate them from their competition. Of those who do put their ideas into action, many, after a few weeks or months of not seeing the results they had hoped for, drop the idea. 

Having faith is about measurements; you need to put things into place that demonstrate you are on the right track. If you develop a new customer service performance standard and you don’t have any signposts to help make sure you’re getting the results you want, you are very likely to stop doing it. 

If you ever want to read a really good book someday, read “The Game of Work” by Chuck Coonradt. In his book the author gives you methods of how to measure, or keep score, of how you are doing. The key is to put something, anything, into place to help you keep score.

Let’s say your Big Picture is to live a healthy lifestyle. And to do that you’ve decided to put yourself on a diet and exercise plan to lose ten pounds. What measuring tool would you use to let you know you’re on track? A bathroom scale, right? No scale and you will have to use other, less accurate methods like notches on your belt. Or worse, you won’t have anything to go by. If this happens, you are very likely to stop pursuing your goal. 

The scorekeeping method you use is best if it is (1) Objective; there is nothing subjective about the bathroom scale. Make sure your signposts are specific. (2) Self-administered; ask your staff what measuring method they would like to use on themselves. You will be helping the staff take ownership of the idea by valuing their input. (3) Dynamic; use two or three methods of measuring. Allow the employee to compare current performance with past performance. 

Keeping the faith is all about measurements. Don’t let good ideas die on the vine. Have the courage to take action on your idea. Use signposts to make sure you’re on the right path. Give feedback to nurture the actions and help the staff take ownership of the idea. 

Don’t become frustrated if you don’t get immediate results. Remember, unsuccessful people take forever to make a decision, and then change their minds quickly. Successful people make decisions quickly and are slow to change their mind. 

“Ask Affirming Questions”

Companies that deliver great customer service Ask Affirming Questions.  If you ever want to read a really good book someday read Psycho-Cybernetics by Maxwell Maltz.  It’s an old book but a very relevant book today.  In his book Maltz teaches us that our bodies are designed to look for the answers. That there is something in us that drives us to look for answers. Some may say it’s God, some may say it’s DNA but, Maltz calls it the ‘servo-mechanism.’  He says our bodies are designed to look for the answer to the questions we ask it.  The problem is that we ask it bad questions.

 Think about this, maybe you’ve done this, I know I have.  You’re sitting at your kitchen table and you have all those bills spread out in front of you. Maybe you’re paying by phone, maybe online or maybe the old fashion way, you’re writing out a check. And when you’re done you look into the registry and see there’s still some month left at the end of the money!  And you ask yourself that very bad question, “Why am I always in debt?”  Or, “Why can’t I get ahead?”  Or, “Why do I live check to check?”

 Our bodies are designed to look for the answers.  So, when you ask a question like, “”Why can’t I get out of debt?” Your mind is answering, “Well, your credit cards are maxed out, you only pay the minimum, and everyday on your way to work, you stop and buy a $6.00 latte. 

 When you ask yourself, “Why am I so fat?”  Your mind answers, “Well, because I’m like the average American, and sit around everyday watching four hours of television eating cheese puffs.”

 Here’s your hint, most affirming questions start out with, “How can I” or “What can I.”  So it’s not, “Why am I so fat?” it’s “How can I lead a healthy lifestyle?”  Or, “How can I eat right everyday?”

 The rephrasing leads to reframing in our minds.  We begin to look for solutions instead of looking at the problem. 

 Companies that deliver great customer service are continually asking their customers, “How can we help?”  “What can we do for you?”  “How can we do better?” 

 Companies that deliver poor service ask the upset customer questions like, “What’s wrong?”  Or, “What’s the problem?”  If you ask an upset customer, “What’s the problem?” what are you going to hear?  But if you ask, “How can I help?” what are you going to hear?

You see, sixty percent of the public will terminate a relationship with a company based on a bad customer service experience.  And the problem is they don’t tell us, they just leave.  Developing the skill to ask affirming questions in your marketing pieces, in your frontline employees, and in your customer surveys will keep the customer close and communicating.

 I believe the next big wave in customer service will be, making it easy for customers to complain. If we can get the customer talking to us we build better, more profitable, relationships.  And the way to get them communicating is by asking affirming questions.

 The first step in developing this skill is to start observing the kinds of questions you are asking. Listen to the quality of questions you are asking yourself and listen to the people around you.  Make sure you’re all asking affirming questions that look for solutions.  Remember, it’s not, “What’s the problem?”  it’s “How can I help?”

 Then, through effective coaching, get everyone practicing this powerful tool.  

 

“Be of Service”

Here’s a question for you, don’t over think it, it’s not a trick question. What does Harley-Davidson Manufacture? Motorcycles, right? OK, here’s another, this one is the trick question. What does Harley-Davidson sell? Now if your answers may be more like, the open road, bad-boy image, or American style. What does a good realtor sell? To some it may be the American Dream, for others it may be an investment.  What does a good travel agent sell?  For you it may be rest and recreation. For me, when I’m talking with my travel agent, I know I’m going someplace to earn some money.

 

You see, companies that deliver great service, don’t talk about what their product or service is, they talk about what their product or service will do for the customer.  More specifically, they talk about how their product or service will help customers reach their goals or fix their problems; how it will serve. 

 

How your product or service will serve the customer is how you can differentiate yourself from the competition.  If you’re a home builder, and you talk about the homes you build in terms of brick and mortar, you’re going to sound like every home builder.  If you’re a banker, and you talk about your IRA programs as being an investment for the future, you’ll sound like every other banker. Speak in terms of how these things serve, and you find your customers are loyal because they feel you understand them.

 

To the customer, when you speak in terms of being of service, you sound different than your competition.  The average company, the company that delivers poor customer service, will talk about their products as if it is the very thing we’re buying, we’re not.  We’re buying what the product will do for us.  And in this age of commodity and competition, many times the only way the average company can differentiate themselves is by price, a lower price.  When in fact, according to a Harvard study, companies that deliver great service, have a 15 to 20 % cost advantage, they get to charge more.

 

You can use a simple formula to help create your message.  Research (R) the target market; read trade journals, visit their websites, talk the people in the industry.  Uncover issues (I); ask them and yourself questions like, “What needs and goals are my customers trying to meet?”  Or, “How can my product help my customers?”  Then craft your message (M); write it so it directly addresses your customer’s needs. This RIM process will help you to describe quickly, the problem you solve and the goals you help achieve for the customer.

 

All of your communication with customers should center on how you are of service to them.  Emails, brochures, advertisings, signage, all should state how you are of service.  This is not the attitude of, “What’s in it for me?”  It’s the attitude of, “What’s in it for you?”

 

Being of service is the most rewarding of all the “Seven Slight Edges” because it helps to meet our desire to leave a legacy.  When we help our customers to meet their needs and goals they will always remember us and be loyal to us.  And when they return time and time again to do business with us, we will strengthen our legacy, a legacy of service.