I just love it when someone manages to crystallise your thoughts into a few well chosen words. Here are some great examples:
Being on par in terms of price and quality only gets you into the game. Service wins the game.
This is a great quote because it reminds us that price and quality will bring a customer to your business but it’s the customer service that keeps them coming back for more. Despite this simple concept many companies don’t invest in customer service training, yet it’s one of the least expensive ways of ensuring repeat business and referrals.
People expect good service but few are willing to give it.
This quote reminds me of a time I was waiting in the queue in a smart but untidy waiting room of a private dentist listening to two of the staff moaning about the poor service they had received in a clothes shop. I don’t think they were aware of the irony, and they probably never noticed that I never went back for the £2,400 dental implant that I was quoted for. I went somewhere else with a better atmosphere. I’ve no idea whether the dental work was better or not, but the overall impression certainly was. The staff may well have been trained to use phones and computers, but they did not appear to have had customer service training.
Here is a simple but powerful rule - always give people more than what they expect to get.
I really should remind myself of this more often as it’s so powerful. If you say you are going to get back to someone tomorrow and you get back to them today, they are really impressed and they remember that feeling. A little bit extra makes a massive difference. I’ve seen bike shops give out energy bars to customers costing about 15p at trade price. Because of this small gesture their potential customers were so delighted, they bought a £1,435 bike there rather than buying exactly the same bike at a competitors.