Let’s face it; you have a lot of companies competing for your clients. With so many choices, you have to be different. You have to stand out from the crowd.

There are many ways to stand out and get noticed. Some business gurus will tell you to be controversial and create friction, like Charlie Sheen. Others will tell you to follow what’s hot in the news and try to ride the coat tails of the latest story. And others still, will tell you to go where most do not like to go… political (I would think this blends in with controversial).

I’m not going to suggest you do any of these things. I prefer to utilize techniques with lasting results.

The very best thing you can do to stand out from the crowd and get noticed is providing top-notch customer service. Sadly, this is exactly what’s lacking in so many businesses. It’s easy to get caught up or buried in the never-ending work load if we don’t take a conscious stand against such a dilemma (more on this later or check out the Fast Start Class.

Here are a few examples of what not to do, followed by positive examples that will increase not only your business, but create LOYAL clients who bring their friends (word of mouth is the best advertising – and it’s free).

Don’t be too important to be bothered…
Years ago my truck was stolen (bummer!) and never recovered. It probably ended up down in Mexico. I received a check from my insurance company to go out and purchase another vehicle. I really liked my Dodge Ram at the time so one of the vehicles I looked at was another Dodge Ram (yip, I’m a truck girl). The sales guy was so put out that it was hot outside and he had to lift a finger. He actually asked me if I had to test drive the vehicle and complained that it was too hot and waawaawaawaa. When we got back from the test-drive, he drove off in the truck – nearly running over my foot. Needless to say, I did buy another truck… but not from him or that dealership.

Don’t be a know-it-all:
Two years ago I went to my local car service station. I had been going there for years. I found the owner had retired. The sweet old man I trusted had been replaced by a young uncaring know-it-all. When I asked if he would rotate the tires his reply was “Lady, we don’t just rotate tires for the hell of it”. That was the last time I went to my neighborhood service station. And, I told all my friends about my horrible experience (word-of mouth advertising – only this time in the negative – ouch!).

Here are a few positive stories showing you what does work:

Over deliver:
The other day my friend went into Starbucks for a double-espresso. The Barista repeatedly apologized for taking longer than 10 seconds and made him a new triple-espresso for free. By company rules, she threw out the first one because their research shows the espresso starts losing its full flavor after 10 seconds.

Friendly service:
I’ve used various merchant accounts for my credit card processing. After being completely frustrated with Wells Fargo’s lack of customer service and confusing statements, I turned to another company. Wow, what a nice change. It’s a completely different experience. When I call customer service, I get an answer within two rings. Their service is always helpful and courteous. Plus, they don’t charge those crazy compliance fees. And, their fees were the lowest I’ve ever found. I’m a lifetime client of theirs now. I have also told all my friends about this wonderful find. Here’s their website for you too.

Appreciate them:
We all mess up sometimes. The other day, a client ordered the downloadable version of my Yes I Can With A Plan How to be a Successful Entrepreneur. There was a glitch with the download that I didn’t know about until she e-mailed me asking how long it would take to receive her book. It should have already been sent. I apologized for the delay, told her I greatly appreciate her business and gave her the Goal Success System as my free gift. She was pleasantly surprised.

ACTION STEPS –

Take a look at your customer service. Where can you improve? There’s always room for improvement.

Do you deliver when you say you will?
How do you handle disgruntle clients?
Are you under-delivering or over-delivering?
Do you leave a clean environment when finished with your job/task?
Do you follow up with you clients?
Do you go the extra mile for your clients?
Have you made mistakes?
How do you help your clients feel appreciated when you do make a mistake?

Here’s a fun read for more ideas on customer service: “Raving Fans” by Ken Blanchard, Sheldon Bowles and Harvey Mackay (May 19, 1993)

>>> I’d love to hear how you do and what you discover.  Leave a comment here, on the blog <<<

Do you have questions about how to offer better customer service – or any question about your business? Check out our BRAND NEW Just Ask Lisa page on our website.

 

 

Please write your comments below – What is your favorite nugget you got from this, today? What are you most excited about implementing from this “Yes I Can With A Plan! Bright Ideas” edition?

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