Last week I had a very frustrating experience in customer service. They lost my order. Not only did they lose my order, but they didn’t make it until I was mad enough to ask the second time. I was so upset that I came home and complained to the corporate office.
In retrospect, it’s given me a lot to think about in terms of customer service.
So let’s talk customer service… and focus on what a delighted customer does for a business.
A delighted customer is a customer who comes back again and again. They share their experience with others and bring them (or refer them) to you. They support your business financially and with emotional feedback.
How do we get or become delighted customers? Most of the time, it’s because we listen and connect. Yes, the services we receive are important, but really, in this age of digital shopping and fulfillment, everything (idea and boxed) can be found somewhere else. There is always a choice. It’s the connection and service that takes that choice to your company and you.
How do we get or become delighted customers? Most of the time, it’s because we listen and connect.
Now, in the case last week, the mid-day employees lost their sense of actual service. They were all more focused on the other “tasks” in the store and the other, non-customer activities than the part where they were actually there to provide me with the product that I ordered and paid for.
Customer service doesn’t have to be always perfect, but there does need to be a consistent attempt and willingness to admit to messing up. If you blow it, then accept it, apologize, fix it if it needs to be fixed, and then look to the experience for a chance to learn and prevent it in the future.
In my case, an actual apology would have gone a long way in repairing the situation. The mere connecting act of feeling like I was valued would have had me leave feeling heard and understood, despite the bad service.
Where have you made that apology and kept the customer? Do you take the time to make a genuine connection with your customers?