No matter what the type of business, customer service is of the utmost importance. Yet, as I talk to many businesses they all see their service and dedication to the customer as their differentiating factor from their competition.
Yet, you and I both know that while everyone may differentiate themselves from the competition through service, it’s not always the good kind.
Yesterday, I tried a new online delivery service. I found it a little harder to navigate than I’d like but the delivery person was so good, I didn’t want to give him anything lower than a 5. I wasn’t sure from their rating system if I was reviewing him or the company itself. I didn’t want them to ding him, so I gave a 5-star rating.
After providing the rating, they gave me the opportunity to tell them more so I mentioned how I was very satisfied with his service. Then I pointed out a few things I wish the company itself had done–user design issues they could correct quickly with some code. My message was only about a paragraph but I spent some time on it.
Next, I received a thank you for giving them feedback. (Hurray!) But…in the same email, they told me they don’t monitor/read comments on 5-star ratings. They invited me to send my comments to them via email instead.
Guess what I didn’t do?
I don’t keep a copy of comments I leave online. There was no way for me to access them. I took time out of my day to write a thoughtful reply. They could’ve told me before I wrote them. Once I gave the 5-star review, they should’ve invited me to send feedback via email instead of the form.
Customer service fail.
Your member businesses may be guilty of the same issues. They think they’re providing good service by thanking people for providing feedback but instead, they’re missing opportunities to impress and connect. Here are a couple of tips you can pass onto them in the form of a lunch and learn or seminar.
Customer Service Tips for Member Businesses
- If you ask for feedback, read it, address it, appreciate it. All feedback. Good and bad.
- If you see a review of your business online, react to it in a positive way even if it’s not complimentary.
- Reiterate to every member of the team that you are all in marketing, regardless of job title. Marketing is not about a department. It’s about connections and finding ways to make an impression. This can happen in customer service or at the front desk as easily as it can through a clever marketing campaign.
- Find ways to surprise and delight customers. Remember anniversaries or birthdays (and offer a nice discount) or add special wrapping to their purchase.
- Be helpful and give correct information with a smile.
This is just a start. What would you add to the list?
A chamber professional in the group could use your advice on hospitality training. Please leave it here.
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