Is it OK to want the whole package no matter what?

Some may say you have high standards/expectations, or a stickler and maybe they are right. One thing I know for sure is everyone bases decisions on how they FEEL about something in which case customer service industries have a few things to consider. Think about the WHOLE package.

What makes an experience for a customer the most ultimate guest experience?

  • Is it the interaction you have with an expert?
  • Did the customer service rep upsell you a t-shirt or hat?
  • Did they smile?
  • Did you feel like you received the best value from your purchase?
  • Were all of your questions answered and referred to the appropriate people?
  • Were you served in a timely manner?  What is a timely manner to you? It could be different between me and you.

I was at a restaurant for lunch one day last week and decided to observe our server just for fun. She was very knowledgeable of the specials and even asked me if I had a scene card to use on my bill so I could collect points – I wouldn’t have known that unless she asked. An overall OK experience but not outstanding and yes I would go back to that restaurant again. Although there was ONE thing missing from that experience. Our server wasn’t excited or happy to be there. She was the only one serving tables in our area and didn’t stop working so I can completely understand the dilemma. Circumstances tend to alter our performance at work when understaffed. I also don’t know what had happened to her that day or how her day began so I’m not about to judge her for that. In spite of all that, I didn’t leave feeling satisfied because the only emotions I received was rushing (nuisance) and distant (preoccupied). This is SO important for customer service facing roles because as a client, you expect a certain level of service to come with it. This service builds loyalty and trust of the product or service you are purchasing. Think of Apple and their genius bar or Starbucks and upbeat baristas. THESE guys make an effort and for the most part, it’s CONSISTENT. I return because my experience walking in and out of these stores leave me feeling happy, looked after, and there’s always an individual touch to their service. Above all, these guys are organized and happy to serve. What a difference it makes!

As I began researching customer service metrics for evaluation, I saw consistent patterns in the survey methods. I also saw very different answers because certain people have different perceptions of what customer service means to them. All of this information is an excellent thermometer check of how an organization is doing when management isn’t looking.

Sample of tracking metrics:

  • quality
  • smile and gestures
  • upselling onto a purchase
  • the ability to handle difficult questions
  • following the rules
  • closing statement of thank you

My closing statement for an experience worthwhile is to FEEL it. You have to feel that people care about what you are intending to buy. As a customer or client, I look for things like organization, friendly, warm, ambience, helping me find the best deal that works for my needs, making conversation – that’s just a few!

Figure out your customers and discover why they buy what they buy from you. What are they missing that will increase your sales over the next 6 months if you take a look at certain investments? Do you need to take a look at training staff with new concepts and give them an opportunity to openly talk about their challenges on the floor? Start small and end big. If you need help figuring this out, email me about my Guest Experience Workshop and we can take a look at how this training program can solve your challenges.

-Sonia

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