Customer service is fast becoming one of the main differences in how average and good companies are being defined. Good companies with strong customer service have the ability to retain customers as well as recruit new customers due to high rankings and referrals. When customers feel that you respect them they will carry your businesses name to the finish line.
Let me give you an example of excellent versus average customer service. Recently I had frequented a Hyatt hotel. Now if you know anything about the Hyatt hotel the rooms are typically somewhere between $150 and $200 per night. Certainly this is more than what you would pay for a Holiday Inn. However, I found the customer service to be excellent which is above and beyond that even seen in a number of Hilton hotels.
As I was driving to the Hyatt I got lost. After calling them they guided me in which took the young man considerable amount of time. Once I finally got to the hotel the young man shook my hand and said ï¿½â’¬Å”welcome, Mr. Ali. I am happy you made itï¿½â’¬ï¿½. The young man helped me find a Sprint store after I dropped my phone in the pool, a place to eat, and continued to show the same enthusiasm throughout the evening as he did when I showed first showed up.
What is the big deal? Even though the difference between average and excellent customer service doesn’t seem like much it has a compounding effect on your customer base. With most hotels getting a smile is difficult, getting information is at times impossible and expecting people to go out of their way is impossible. Certainly, most hotel workers will greet you but after that no one knows what is going to happen.
Why does even small customer service gestures add up to big revenue? People pay for a service and regularly get frustrated when they don’t get the service they expected. It is all about recognizing that the customer is the ï¿½â’¬Å”kingï¿½â’¬ï¿½ while the service they purchased is the servants. There is nothing more insulting than to have a servant treat you rudely. The more times you insult a customer the more times they will bad mouth your business.
The good news is that the more times you treat your customer as a king the more times they will talk positively about you. The ratio is something like every disgruntled customers will tell 10 people but every happy customer will only tell only 3. Thus it is important to win the reputation game and let your customers advertise for you. The more they talk positively about your business the more they will refer their friends.