Do you remember the Memory game? Players lay cards placed face down on a surface and two cards are flipped face up over each turn. The object of the game is to turn over pairs of matching cards. It takes concentration, attention and memory skills to win.
The retailer Lowe’s has captured this concept with its loyalty program, My Lowe’s Card. It promises to remember so you [the customer] doesn’t have to. When remarkable service takes place, the business completely takes care of the customer. With the My Lowe’s card, customers don’t have to worry about tracking brand names or part numbers for purchases they have made in the past. The company takes care of that. And in that approach three key customer service principles emerge:
Great service happens when you really know your customer
Let’s face it customers today often don’t have time to waste. They want a “one stop shop” experience if possible. While your business may be able to provide many products or services, your knowledge of the customer allows you to offer it at the right time and place.
Every team member contributes to the customer experience
It is rare that a business provides a service or product that no other organization can. The differentiator will always be in the service – how customers are treated each and every time. Their decision to choose you is intentional. Your service must be as well.
Great service creates repeat business again and again and again
If a positive experience occurs each time you interact with the customer and they return each time, you are a building an extremely powerful relationship. When they CHOOSE you EACH time, your business grows. If EVERY experience yielded this result, where could your business go?
So for leaders, how are you making the priority of great service known to your team? It’s more than being friendlier or helping customers more. You make the difference in defining, equipping and prioritizing service that differentiates your biz from the competition.