As Distinct To….. “Service To Customers?”
Which do you provide?
How many businesses have you visited during your daily activities to purchase some product or service in the last few weeks? Probably tens if not hundreds.
They have a great product, at great prices, sold in a great environment, and that’s the reason you continue to purchase those goods or services, but the Customer Service is horrid.
The service provider, be it in a retail environment or in a professional environment could not care less about you and your purchase. In fact you are made to feel as though you are spoiling their day by going through the door to make that purchase.
Some classic examples are our major Retailers or the Petroleum retailers to see what “Service to Customers” is about. Let me give you just one example of what I mean.
You go into a (say) hardware store to purchase a packet of tap washers to replace the washers in some taps that are dripping at home. You cannot find tap washers in the Plumbing section, so you go and find a “Sales Assistant” and ask…….. “Could you please tell me where the tap washers are in the Plumbing section?” The Sales Assistant says…….. “They are in isle 14 about half way along on the right” and he/she continues on with what they are doing.
(That of course presumes that you find someone to speak with in the first place, they always seem to be “hiding” when I need some assistance and in fact walk out in sheer frustration without making a purchase.)
Is that Customer Service…definitely not! It’s Service to the Customer. The Retailer has the product (Service to Customer) but you must find it, you must read the label to ensure that the product is going to do what you intend, you must stand in a queue and waste your time in the interests of profit for the owner(s) of the business.
What would the position be IF the same Sales Assistant actually walked to where the tap washers were in isle 14 showed you the range and ensured that you purchased the correct ones for the taps you were looking to repair? That is, they actually assisted you with your purchase by explaining the benefits.
Is that Customer Service……… “you betcha!” Would you go back and purchase from that store again and pay a price higher than a competing store. Of course you would, because shopping there was an “experience” not a “chore”.
So to define Customer Service…….. It’s the extra things provided by your business that are over and above the expectations of the Customer” or putting it another way….. “under promising and over delivering”
Ask yourself just one question………………Do I provide Real Customer Service? May be that’s the door to start to unleash the untapped potential that exists in YOUR business.
Geoff Golding: Your Business Mentor Pty Ltd
Phone No: (02) 9745-4579
Website: www.yourbusinessmentor.com.au