Don’t rely of the Big WOW for your customer service. Good consistent customer service makes better customers.
If your customer service is not good on a consistent basis, don’t rely on winning them over with the occasional big WOW. This produces uncertainly and unrealistic expectations in your customers.
It’s better to let your customer experience good consistent service over time. It is easier for your staff to deliver, and it creates less chance of customers seemingly being favored over others. If you have a big wow, everyone will want it. And they will be mad when they don’t get it.
After all, in many places, the customer service bar is very low. To succeed, all you have to do is offer good service. It does not have to be jaw dropping either. It just needs to be consistent. This will place you more favorably in your customers eyes.
Now don’t get me wrong. There are times when a big WOW is needed. But it cannot be consistently delivered or relied upon as part of your customer service. If you use this strategy, you endanger your business by showing favoritism. You do not want to be seen favoring one group over another.
So focus your daily customer service on consistent small acts. Train your employees to be great at a few consistent things. Equip them to create success. In the end, I am sure you will be pleased with the results.
Please remember: Don’t rely of the Big WOW for your customer service. Good consistent customer service makes better customers.
And just in case you are wondering, I have had 3 years customer service experience in an auto parts store, 6.5 years with Daimler Chrysler and over 4 years as a business. This has given me time to make a few mistakes along the way.