The importance of GREAT service
On 26th January 2016, I presented to Martin Norbury’s group of Swashbucklers at Northcote House, on the importance of great, not average or good, service.
The audience was a diverse mix of businesses, some specialists, services and some retail, but what struck me was how many of the same principles apply.
We know people do not remember ‘okay’ service, but they do remember brilliant or poor service. So to stand out, service has to be brilliant.
We also know people make buying decisions based on their experiences, and how one is treated influences 63% of them.
So here’s what we can we do:
- PMMFS, it means ‘Please Make Me Feel Special’. Challenge your staff to think through and apply a number of measures that wow the customer.
- First Impressions – Shop your business, phone in, walk by, check out the website. See what the first touchpoints look and feel like. We know people make value judgements, not just about people but about premises, within seconds.
- Build rapport – find out what people want, ask good questions – professional curiosity.
- Make sure all team members can talk about the business, your advantages and the value – don’t just make it about price.
So, whatever the business, if you have customers then pay attention to the service you give and make sure it is great, and don’t be afraid to explain why working with you will be beneficial.