"Rags to Riches" - that's not just the name of a book, that's what this country was all about. We invented the "free enterprise" system, where anybody, no matter who he was, where he came from, what class he belonged to - if he came up with a better idea about anything, there's no limit to how far he could go.
I grew up a generation too late, I guess, because now the way the system works the loner, the dreamer, the crackpot who comes up with some crazy idea that everybody laughs at, that later turns out to revolutionize the world - he's squashed from above before he even gets his head out of the water because the bureaucrats, they'd rather kill a new idea than let it rock the boat!! If Benjamin Franklin were alive today, he'd be thrown in jail for sailing a kite without a license!...if big business closes the door on the little guy with a new idea, we're not only closing the door on progress, but we're sabotaging everything that we fought for! Everything that the country stands for!!
And one day we're going to find ourselves at the bottom of the heap instead of king of the hill, having no idea of how we got there, buying our radios and our cars from our former enemies.
Preston Tucker - Closing Argument
Showing posts with label Customer Service. Show all posts
Inspiration to innovation
5 Love Song Customer Service Lessons
First up. Justin Timberlake's "My love". His ballad hits every point relating to going above-and-beyond. He shares the story about how the kindest gestures can go a long way. Holding hands, just hanging out side-by-side, or walking on the beach. Just like love, it's sometimes the little things that capture our customer's attention. It's about catering our service for each individual. In "My love", JT is certain this is the only woman in the world for him. We should be making our customers feel the same way. Lesson number one: Individualize your service. Sometimes it's the little things that make a customers feel special.
Next up, "Cater 2 U" by Destiny's Child. The song really is what the title makes it out to be. S-E-R-V-I-C-E it's really not difficult. If you don't know the answer, don't say "I don't know". Don't even make up an answer. No one likes to get lied to. So, go out of your way to find an answer. If your out of eggplant for that signature eggplant Parmesan dish, GO BUY SOME EGGPLANT. Take time to listen to your customer's needs. Lesson number two: Cater to your customer's every need. It's not customer service without service.
Another great song, "Promise" by Ciara. Let's skip to the end on this one. It can get a little hot. But, I want to point out her promise to her man. A relationship needs a covenant, and a business needs to respect (and I always think they should occasionally reward) a customer's loyalty. Guaranteed, you bring a genuine and integrity filled service, you'll find a lifetime customer. Lesson number three: Service should be genuine. Own your product. Own your service. That's the promise you make to your customers. Keep your promises.
Let's not stop there. "U got it bad" by Usher perfectly describes the goal of every business. We want our customers to have it so bad for us, they just keep coming back. They love us so much, they tell everyone they know. My wife acts like this for a skin care company, Lush Cosmetics. She's got it bad. So bad, she never leaves the store without a sample of their new product. So bad, she takes friends and family there when they visit us. So bad, she thinks about her entire skin care line add we drive by...you know... in case she needs to pick up anything. Oh yeah, she's got it bad. The challenge for any business is finding out how to make every customer that walks in get hooked as bad as my wife. In Usher's song, he says, "I'm fortunate to have you girl. I want you to know. I really adore you." And, that's why my wife keeps going back. They show their appreciation for her business. The team members ask how her current products are doing, if she's considers adding to her line, or if she would like some samples of current or new products. Lesson number four: Ask your customers for satisfaction feedback. Find out they are looking for, and get them to coming back again and again.
Last song, "Don't you remember" by Adele. I know. It's sad. This is probably the most important lesson in all customer service. Just like love, it doesn't always work out. This song is one that we should all sing to the customers we've lost, but the thought provoking lyrics make us question what happened. How do we react when customer service fails? What do we do when we absolutely cannot compromise to make the customer feel special? These moments open opportunities for process improvement. In love, we need boundaries. In customer service, we need boundaries. Lesson five: When service fails, you must ask how you explain your boundaries to the customer.
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