Let customers know you see them.
Have you ever had to shop for something that intimidated you and made you feel totally out of your element? This is exactly how I felt when shopping for a few car maintenance items at O’Reilly Auto Parts. Watch my video to learn how a service rep with an “attitude of service” turned my anxiety and awkwardness into a highly memorable experience.
Real World Story: I often believe that people think that delivering customer service is a difficult and thankless job, and thinking about delivering exceptional service is a definite forgone conclusion. After all, we often deal with difficult and disgruntled people, with people who don’t know what they want or need, with people who are often rude and mean when all we’re trying to do is help them.
But did you know that delivering exceptional customer service, even to a ranting customer, is as simple as acknowledging them immediately, smiling and being courteous? It really is that easy.
Strategies that Turn it Around:
- First Impressions. In mere seconds before you interact with a customer, he or she will make a judgment about you and how they envision their interaction to go. If you immediately acknowledge a customer—a simple head nod with a quick hi, eye contact with a smile, a small hand wave with the “one moment” finger gesture—lets customers know you see them. As simple as that you make a customer feel cared for.
- Lasting Impressions. The simple act of asking someone for his or her name can leave a lasting impression on them. And better yet, using their name throughout your transaction will make interacting with you memorable.
Remember: Making a lasting and memorable customer service impression doesn’t require a scene from Pretty Woman, where the salesman offers Julia Roberts’ character champagne and something to eat while she shops. A simple acknowledgment and a little personal connection is all you need for customers to remember you positively. Who knows, she may even write a blog post about how awesome you were!
What do you do to ensure customers are acknowledged immediately?