In the infinite wisdom of Ash Ambirge I quote:
- Customer service is not about answering people’s questions.
- It’s not about responding to emails.
- It’s not about “reducing purchasing anxiety.”
- It’s not about “overcoming barriers to the sale”.
Customer service is about the fucking customer, okay?
(Not to be confused with fucking the customer.)
I couldn’t agree more. I mean the clues in the name: “Customer Service”. It’s not “I’ll deal with you when I’m good and ready and on my own terms service” is it? It’s not “I’ll give you the shortest service possible so I can get back to playing on the computer” is it?
So what about the customer.
You need to ask yourself this question: Why would a customer choose to spend their hard earned cash with you rather than the guy down the road who offers the same service…you’re not that unique. The reason is simple. They are not just paying for the product. In fact the product is arguably of secondary importance. They are paying for
- the way you make them become the most important person in the world,
- how you make them thrilled to be spending money with you,
- how, in some small way, you make them feel VALIDATED. You completely understand the.
These are by far more powerful sales than nay fancy sales technique you may have been taught. It’s human nature to go to the person whom gives the best customer service.
For example, if you go to a top restaurant you are not only paying for the food but you are paying for the pleasure of the excellent service you expect to receive. You are paying for the ambiance of the place. You are paying for the stylish decor and comfortable seats. You are paying for a complete experience.
In nutshell you are paying for the attention the restaurant has given to the customer above anything else.
But is doesn’t end there. You’ve gotta make notes. You need to know who your customers are. Their hopes, concerns, desires, what they like. What they don’t like. And your whole team of staff need to know this too. So the next time they come in they do not have to explain (again) what they want. You will know. They like that table near the window. They like the hotel room at the top of the house, they like to talk while having their haircut, they prefer to be silent. Knowing all of this makes the customer feel valued. They see you as a friend who understands them. They will miss you when they’re gone and will be eager to return.
They’ll tell their friends about you. How you really cared about them. As a person.
So, once again,
The best customer service solution isn’t what cost the most, or does the most
The best customer service solution isn’t even the one that gets the job done.
The best customer service solution is the one that helps people feel like people.
