With online shopping steadily on the rise, retail chains nationwide are struggling. As many face this issue, it is common that they turn to improving customer service. I once heard someone say, “Success comes in what we do after we have done what we have been paid to do.” In other words, go the extra mile. Setting the bar high is one challenge. Keeping the bar high can be an even bigger challenge.
To illustrate, I often go to a well-known fast food chain for a quick sandwich. When I reach the counter, about half the time I am not greeted until the person has finished their conversation with a co-worker or completed whatever task they are working on. When they do greet me, they occasionally smile. When I give them my money, they usually don’t say thank you. Here the crazy part, I keep coming back! I said they were a well-known chain. They are not well-known for their customer service. It’s those darn fries!
Here’s the irony: I also go to places like Culver’s and Chik-fil-A. I expect to be greeted at these places right away! I expect that they will be totally focused on me. I expect that they will say thank you with enthusiasm. If they didn’t, I would not walk away happy. We know why: Culver’s and Chik-fil-A have set high expectations, and now they have to maintain them.
If you are a business owner and want to be perceived as excellent in customer service, be sure and have the people, resources, systems, and training to consistently deliver a high level of service. If you aren’t prepared and fall short, it will cost you.
