Give the customer more than what is asked
Give the customer more than what is asked
Give the customer more than what is asked - To learn more about this author, visit Russell DeWitt's Website.
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Over the telephone, a customer says, "I'm going to be arriving after hours. Is your parking lot well lit?" The representative replies, "Yes, Ma'am, it is. Let me encourage you to go ahead and call us when you are a few minutes away and we'll have one of our associates meet you. He'll be wearing our red colored company shirt with our logo."
A concierge receives a request from a customer for some coffee. The concierge provides coffee and brings two cups, not one, to the customer's room.
At an auto parts store, a customer approaches the counter holding five quarts of motor oil. Upon purchase, the associate says, "Sir, I'm going to add a disposable funnel in your bag. Have a great day!"
Questions:
- Why would the representative answer the parking lot question in the described manner?
- Why would the concierge provide two cups when one person is checked in to the room?
- Why would a disposable funnel be automatically included with an oil purchase?
- What do these three scenarios have in common?
- How can these commonalities be applied where you work?
When another meets an unspoken need, it says, "I have made the effort to know you." "I want to serve you." "I care about you." "You are worth my time and effort." This shows going beyond the call of duty, and that is Service Excellence!
Give the customer more than what is asked - To learn more about this author, visit Russell DeWitt's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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