Service Heroes - Angels disguised as people that can make the sale
Service Heroes - Angels disguised as people that can make the sale
And, how often have you heard a sales or customer service person say 'YOU need to understand our system is this' - or 'our computer can't do that' - and they leave you feeling that you are a 'difficult customer' just because you do not understand their system or what their computer can or cannot do? I am sure you know what I am talking about.
And deep in our hearts we are all dreaming of SERVICE HEROES; Angels disguised as people that make our live easier, our interactions with them simple and that take the stress out of doing business with them and the company they work with, people who go the extra mile.
Reinforcing a corporate culture that encourages our staff members to be Service Heroes helps to increase sales and customer loyalty.
Good service is always important, but extraordinary service really dazzles people and brings them back time after time.
Extraordinary service can be quite ordinary on the surface. Here is an example: In August last year we spent a few days in Berlin and on the spur of the moment decided to have coffee in the Hotel Adlon near the Brandenburger Gate. The Adlon is the equivalent to the London Ritz and we were prepared for good service and a luxurious environment.
What we were not prepared for was that having coffee there would become an unforgettable experience. From the moment we approached the door we were welcomed by friendly and inviting staff members. The waitress, while busy acknowledged us with a smile and indicated that she would be over shortly. After a few minutes she arrived still smiling and apologized for the delay. We ordered ice-coffee. The coffee was great, the water fountain in the center of the room was soothing, the soft piano music non-intrusive and the ambiance inviting. However, it was the staff team and especially the waitresses who turned this into an extraordinary service experience. They smiled, they were friendly, they anticipated every need, they made us feel at home and we were not even staying there. What exactly did they do? Ordinary things, but they delivered them in an extraordinary way.
They treated every guest with interest, they refilled the little complimentary petite four plates as if we deserved to have as many as we could eat, they smiled frequently, were consistently attentive and discreet at the same time. They seemed to love being there and they looked great, well groomed in a simple yet elegant uniform. WE did not want to leave - and went back the next day for more.
We can all be Service Heroes every day, with our internal customers, our staff members, with our colleagues, our external customers and - in traffic. It is a decision we make every time we interact with other people.
Last month I came across a great line from Donald Cooper: 'It's all about them', - the customers. I put it in up in my office (the front room of our house).
Creating extraordinary service experiences doesn't have to cost a lot but it does need the commitment to lead by example.
And each time we are Service Heroes we take the stress out of life and business.
with my best wishes for your success,
Christiane Pohl
Service Heroes Angels disguised as people that can make the sale - To learn more about this author, visit Christiane Pohl's Website.
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How often do poor acts of service let businesses and organizations down? How often have you dealt with any number of companies that may have great products only to become frustrated and stressed when dealing with the sales or contact person?
And, how often have you heard a sales or customer service person say 'YOU need to understand our system is this' - or 'our computer can't do that' - and they leave you feeling that you are a 'difficult customer' just because you do not understand their system or what their computer can or cannot do? I am sure you know what I am talking about.
And deep in our hearts we are all dreaming of SERVICE HEROES; Angels disguised as people that make our live easier, our interactions with them simple and that take the stress out of doing business with them and the company they work with, people who go the extra mile.
Reinforcing a corporate culture that encourages our staff members to be Service Heroes helps to increase sales and customer loyalty.
Good service is always important, but extraordinary service really dazzles people and brings them back time after time.
Extraordinary service can be quite ordinary on the surface. Here is an example: In August last year we spent a few days in Berlin and on the spur of the moment decided to have coffee in the Hotel Adlon near the Brandenburger Gate. The Adlon is the equivalent to the London Ritz and we were prepared for good service and a luxurious environment.
What we were not prepared for was that having coffee there would become an unforgettable experience. From the moment we approached the door we were welcomed by friendly and inviting staff members. The waitress, while busy acknowledged us with a smile and indicated that she would be over shortly. After a few minutes she arrived still smiling and apologized for the delay. We ordered ice-coffee. The coffee was great, the water fountain in the center of the room was soothing, the soft piano music non-intrusive and the ambiance inviting. However, it was the staff team and especially the waitresses who turned this into an extraordinary service experience. They smiled, they were friendly, they anticipated every need, they made us feel at home and we were not even staying there. What exactly did they do? Ordinary things, but they delivered them in an extraordinary way.
They treated every guest with interest, they refilled the little complimentary petite four plates as if we deserved to have as many as we could eat, they smiled frequently, were consistently attentive and discreet at the same time. They seemed to love being there and they looked great, well groomed in a simple yet elegant uniform. WE did not want to leave - and went back the next day for more.
We can all be Service Heroes every day, with our internal customers, our staff members, with our colleagues, our external customers and - in traffic. It is a decision we make every time we interact with other people.
Last month I came across a great line from Donald Cooper: 'It's all about them', - the customers. I put it in up in my office (the front room of our house).
Creating extraordinary service experiences doesn't have to cost a lot but it does need the commitment to lead by example.
And each time we are Service Heroes we take the stress out of life and business.
with my best wishes for your success,
Christiane Pohl
Service Heroes Angels disguised as people that can make the sale - To learn more about this author, visit Christiane Pohl's Website.
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David BarrDavid Barr is the President of Venture Opportunities, Inc. David has been a professional business broker/intermediary since 1980 focusing on General Business Brokerage and Mergers and Acquisitions representing client transaction value from $400,000 to $20,000,000. Mr. Barr has handled the sale of over four hundred and fifty companies. David earned a university degree from the State University of New York majoring in economics and business. David holds the Mergers and Acquisition Master Intermediary and the Certified Business Intermediary designations from the International Business Brokers Association. He is also a Senior Business Analyst and a Texas licensed Real Estate Agent. For more information about David and Venture Opportunities, visit www.bizdealmaker.com. - Visit David Barr's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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Stephanie RobeyStephanie Robey is President and CoFounder of Pivot Positive, LLC - an Internet marketing business focused on helping people start work at home ventures. Previously, she was employed at The Search Agency with over 20 years experience in graphic design and 10 years experience in online marketing. She was responsible for launching the Conversion Path Optimization (CPO) unit where she and her team have conducted hundreds of optimization tests for online companies across multiple verticals. She is a successful entrepreneur having started and sold 2 companies and remains on the board of directors of the third, PhotoSpin.com Stephanie began her career in the direct marketing realm creating and producing direct mail for many of the major cable television companies and directly attributes her understanding of Internet marketing to those early offline experiences. Stephanie is a graduate of San Diego State University with a BFA in Graphic Arts and also holds an Executive MBA from the Graziadio School of Business and Management at Pepperdine University. Read Steph's Blog Meet Steph and Dave Sign up for our Free 7-Day BootCamp: Self Employed & Rich - Visit Stephanie Robey's Website |
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