|
|
Like this article? PLEASE +1 it! |  |
|
Customer Service That Delights and Delivers Loyal Customers
Written by: Leanne Hoagland-SmithArticle Overview: Customer satisfaction is no longer the case as many experts write. Yet, finding customer service that delights and delivers loyal customers is still quite illusive. Learn how two persons can deliver incredible success to any organization.
 |
Free Download - How to Craft an Engaging Message That Highlights What You Do to Increase Sales By Leanne Hoagland-Smith |
Customer Service That Delights and Delivers Loyal Customers
This past week I had the incredible opportunity to experience first hand customer service that delighted and delivered loyal customers as well as just the opposite.
Delightful Customer Experience
Since I do a lot of traveling between my office and clients within the Chicago metropolitan area, I spend a lot of money at gas stations and hence I am always trying to save a few cents. At one Interstate intersection, there is one station that is convenient as it is on the same side of the street and an easy in-out. However, this station is always several cents to a dime more than the one on the other side of the overpass.
Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left, I went to the convenience store to buy a soft drink. The dispenser was not functioning properly on my favorite diet soda so I took the other diet drink. When I went to pay for the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly. She immediately apologized, gave me my drink free and then handed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because "the one I had wasn’t the one I wanted." Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom line or what? I thanked her and walked to my car thinking that the couple of cents I pay more for this fuel was worth it.
Undelightful Customer Service
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hotel's geographic location. After waiting several minutes, I finally reached a reservation's person. This lady was polite, but sounded like she was speaking to a dead fish. And,I was the dea fish! I had to repeat information to her several times before I could learn if any rooms were available. When room availability was confirmed, I asked physically if these rooms were away from the pipes and noise that I had heard several other of my colleagues had experienced during the last conference. She couldn't tell me that. I said I would think it over.
Immediately my finger dialed or rather pushed the phone number of the other national chain where I had stayed in the past. The Manager of the Hotel, Dennis, answered and quickly assured me that rooms were available. When I gave him my name, he remembered me and said he was glad that I was returning as a preferred customer. Since I was driving in, I asked him for a phone number of my favorite restaurant as I wanted to make a reservation during the drive. He quickly complied with my request and said he look forward to seeing me again. Again, his actions have created a loyal customer.
Both of these individuals, Toya and Dennis, understood the value of connecting with their customers and providing service that delights. Exceptional customer service does deliver loyal customers. Now the only challenge is to make sure that all of your employees are delighting and thus delivering loyal customers to your business.
Copyright 2005(c) Leanne Hoagland-Smith, www.processspecialist.com
Extraordinary Customer Service: Where Does It Begin?
Increase Sales to Your Business By Consistent Excellent Customer Service
CRM: Why ask the Customer's Opinion?
Are Your Customers Satisfied or Loyal?
To Grow Your Business Requires Closing the Gap Between Sales and Customer Service
|
About the Author: Leanne Hoagland-Smith RSS for Leanne's articles - Visit Leanne's website  Her book, Be the Red Jacket is a no-nonsense and quick read to help discover potential gaps that may be keeping you from your goal to increase sales. The forward is by Evan Carmichael of EvanCarmichael.com Remember if you think you cannot or you think you can either way you are right. (Henry Ford). Sales Coaching Tip: Change your thoughts; improve your results. Click here to visit Leanne's website   Business Building Check List Leadership Assessment Leadership Audit For Business |
Related Forum Posts
Re: Two Useful Books To Help You Focus On The CLIENT
- Hi David,
To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience".
Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Re: Service Or Product?
- I agree with starting a Service-based Business in the economy. Here is what I think is critical:
1. Researching that your Service business has a market.
2. Marketing the Service with as much leverage as possible.
3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
LEADERS
- L- Loyal
E- Eager to learn and serve
A- Active
D- Delegate
E- Efficient
R- Reliable
S- Smart
Marketers, Learn What You Can, Cannot Control Online
- I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies.
Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
Wearing different hats in Business
- I have a business that produces beautiful custom rugs for home and business environments.
Different hats that I'm wearing...
Rug Fabrication - 10 [i:21cr28m8](partially outsourced to an outfit here in the US)[/i:21cr28m8]
Customer Service / Sales - 8-10
Bookkeeping - 1
Marketing - 6
Website development - 5 [i:21cr28m8](mainly outsourced)[/i:21cr28m8]
SEO, SEM - 6-8
Accounting - [i:21cr28m8](outsourced)[/i:21cr28m8]
Share this article with your friends. Fund someone's dream.
Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.
by: 
February 2012 Top 100 Leadership Experts to Follow on Twitter
Please Stop Calling it Coaching!
Measuring the Quality of Your Hires
The fine line 
Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!
Providing Feedback
Avoid Burnout: Do the Limbo Regularly
Severance and Separation Agreements
Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.