10 PRINCIPLES OF SERVICE EXCELLENCE
“There was no magic formula. We just focused on being brilliant at the basics.”
1. MAKE A GREAT FIRST IMPRESSION
The first thing a customer will notice about you is your attitude. They immediately ask themselves, “Is this person for me?” First impressions are like wet cement; you have a small window of opportunity to make a favorable impression. Once the impression is set, it is difficult to change.
2. RELATIONSHIP BEFORE TASK
Every business is a relationship business. Whether you are buying a car or seeing a doctor, you want to do business with people you like. The same is true for your customers. Take time to make a connection before getting down to business.
3. POSITION OTHERS WELL
Always speak well of your co-workers, other departments and your company. This gives the customer confidence and let’s them know everyone is working together to provide a positive experience.
4. SPEAK IN THE POSITIVE
Emphasize what you can do for your customer, not what you can’t do. “Our first opening is Friday at 10 am.” sounds much better than “We can’t see you until Friday at 10am.”
5. COMMUNICATE EFFECTIVELY
Think of yourself as a teacher rather than a salesperson. Be clear and concise in your communication. Be a good listener and have the customer’s best interest in mind.
6. DO SOMETHING EXTRA
Think of something beyond the ordinary that you can do for your customer. It could be waiving a fee, charging less than the estimate or adding in a little something extra.
7. ELEVATE YOUR LANGUAGE
Avoid the phrase “no problem.” Neither of those two words are positive. If a customer makes a request, “absolutely” or “I would be happy to,” works well. If a customer thanks you, “you are very welcome” or “it is my pleasure” conveys your desire to delight.
8. RECOVER WELL
When things don’t go as planned, follow a simple three step process. First, let the customer vent so they feel heard, apologize for the inconvenience, ask how to make it right. If you handle service recovery well, you could leave a more favorable impression than if nothing bad happened.
9. UNDERSTAND YOUR PURPOSE
Always remember that you are in business to acquire and retain customers. The customer is the reason your company exists. Make sure that attitude is conveyed to them.
10. LEAVE A LASTING IMPRESSION
Tie a nice bow around the whole experience. Let them know that it is a pleasure and a privilege to do business with them.
