You know, providing exceptional customer service ain’t that hard.
Going the extra mile should be a piece of cake. You can do 2 simple things:
- Observe what you customer does
- Ask your customer how you can do better
From that it’s pretty easy to figure out how to be exceptional.
The Company That Doesn’t Care
Here’s a great example of a company who don’t care one little bit.
A few days back I attended a motorbike training day in Brisbane with a well know motorbike training company.
We rocked up, got our gear and bikes and started riding with an instructor. It was a very hot day and at various times during the day the instructor would have us stop riding around the open training centre, take off our jackets and helmet and listen to him for 15 minutes at a time.
We had probably 4 of these breaks during the day, as well as an extended break as each rider was taken through the trickier manoeuvres.
With the sun beating down it was getting uncomfortable. At one stage during the instructor’s talking session we moved ourselves around so we could finally get some shade beside a small tree.
The instructors sat on the little chairs that they’d bought for themselves.
Later on, just prior to a longer road ride, we begged off and walked across to a nearby service station to buy some water.
The Instructor Was Fine – The Company Doesn’t Care
This motorbike training company puts oodles of people through their various programs. Don’t get me wrong, the instructor was just fine.
It’s the company that doesn’t give a shit.
If the company had any nous, or simply asked their customers, it would be blindingly obvious that 4 simple/cheap things would show they actually care:
- A cap
- A sachet of sunblock
- A complimentary bottle of water
- A chair
4 simple things that will mean that your customer, that’s me forking out close to $200 for a 4 hour session with 3 mates (who all paid the same), isn’t still annoyed with you 5 days later every time he peels dead skin off his blistered nose (that’s my nose above right).
4 simple things that might influence me to recommend you to others rather than badmouth you at every opportunity I get.