Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.
And just exactly how do you do that? In his book, The Revelation Conversation, Steve Curtin will tell you. But he doesn’t expect you to train your people.
Training is top down, one-way, “I know everything, you know nothing” instruction. Training is the how and what of customer service. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer. In the end, training instructs your people on how to TAKE CARE of the customer.
Instead, Steve is speaking with you as a coach, not at you as a trainer. He recommends that you educate your people. Your education is interactive and frequent, so much so, that you remind them every hour of every day.
Your education gives you the how, what, and WHY Of customer service. You not only give your employees job knowledge and skills, but also the PURPOSE of customer service. Your daily reminders will inspire your people to focus on the purpose of delivering exceptional customer service. Your education will develop YOUR PEOPLE. And the purpose of your employees is to serve to delight your customers. In the end, your people will CARE for your customers.
Reminding yourself and your people of Steve’s stories, examples, and encouragement, you will enthuse them to engage with customers. Your customers will be delighted and happy, intent on returning, raving to others.
Be sure to read The Revelation Conversation and take action to enthuse your employees to delight customers. And when you do, everyone’s lives will be enriched, literally and figuratively.
BILL QUISENG | Deliver the World's Best Customer Experience 