Tips to Delivering Memorable Service – by Arnie Wohlgemut
The most frequent complaint I hear as businesses slowly reopen from a COVID19 shutdown is how poor the service is in many establishments. Thankfully, there are just as many providing good service to welcome their customers back.
What does it really mean: ‘good service’? Is it the same as the good service you receive at your bank? Is it as good as the service your automobile mechanic provides?
Our definition of good service is subjective. The same applies to ‘excellent’ service. It is subjective. The definition varies by cultural background and by personal mindset. Our rating of service received may also be influenced by our circumstances.
Months before the first wave of COVID19, I was at a networking event, taking part in a conversation about printing services. One gentleman shared that his printing broker went over and above to ensure his trade-show supplies were delivered. He shared that she drove over an hour to deliver his materials. Her service was something he remembered and won his confidence.
The goal is to deliver service that will be remembered favourably, not simply good, or excellent. Memorable service is what can open doors to future opportunities.
“The key is when a customer walks away, thinking, ‘Wow, I love doing business with them, and I want to tell others about the experience.'”
Shep Hyken – Connor J. Wilson
Here are 3 tips for delivering memorable service:
- Deliver a product or service, that is better, and can do more than what was specified. “One shouldn’t be just bound by what is asked of you”, says HSBC’s Anne Tay
- Follow up, follow up, follow up. Never assume that when your customer does not call with a concern, that everything is good. Your chance for more work is zero if what you delivered stopped working the moment you left.
- Ensure you are willing to provide the time needed to deliver memorable service. Consider it an investment. People will remember how much or little time you spent helping them be successful.
Providing memorable service is not subjective. It is objective. It is either favourably remembered or not.
What kind of service do YOU provide?!
You must be logged in to post a comment.