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You Can Learn A Lot From A Rodent…

Mickey Mouse once said, “Do what you do so well that they will want to see it again and bring their friends.” OK, so it was really Walt Disney. But aren’t they really one in the same?

Much like Walt Disney, many companies tout that customer service is their number one priority. However, we all know that few deliver on this promise. If you own a company you must develop an atmosphere of customer satisfaction that is ingrained in your culture; you cannot just write it on a piece of paper.

This means developing a culture that advocates for the customer even when the customer is not standing in front of you. The golden rule always applies: “treat your customer the way you would like to be treated”. Now take this one step further and do the unexpected, treat them better than they expect to be treated and better than you have ever been treated.

Taking that extra step not only satisfies the customer at hand, it can increase your opportunity to serve more customers in the future. Putting yourself in the mind of a customer is another great tool to make sure that your business is acting with a “customer-centric” mind. When a customer receives good service and has a pleasant experience with a company that they feel goes above and beyond, they are more likely to talk about that company in a positive light. They are more likely to suggest that company to friends, family members and co-workers alike – resulting in referrals for you. Customer service can be considered the headquarters of word of mouth marketing – and it’s value to you should never be underestimated.

If all procedures and policies are decided with this as the final litmus test, rarely will you have an issue arise. If you do have a problem and a customer is for some reason unhappy, break your rules, your procedures and your policies and make your customer happy. Always do the unexpected and exceed the customers’ expectations. The bottom line is making your customer happy no matter what the cost. It is not about being right or wrong on a given issue, it is about business and your customer is the life blood of your business. Protect your customer and empower your employees to do the same.

Related articles

• The Evolution of Customer Service (thecustomercollective.com)
• Customer Service Tip from Lexus (customerthink.com)
• Where Was Customer Service? (customerthink.com)

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