As 2009 gets under way, I encourage you to take a fresh look at your operation through an “Everything Speaks” lens. If you’ve attended one of my programs or read any of my books/articles, you know I emphasize the fact that every detail of the customer experience communicates a message to the customer – Everything Speaks.

 

That stray piece of trash on the ground.

 

 

 

 That stack of papers on the desk.

 

 

 

That representative ignoring waiting customers.

 

 

 

 That broom closet door left open.

 

 

 

 

That damaged equipment.

 

 

Consciously or unconsciously, each of those details and countless others say something to our customers.

Today, take a walk-through of your operation – maybe taking some of your team with you – and use the Everything Speaks filter to look at your operation. What are the details communicating to your customers? What can you do to ensure the details are communicating the desired message?

Developing an Everything Speaks mindset is one of the most powerful approaches to creating a culture of service excellence. Why not start off 2009 by making Everything Speaks an organization-wide mantra?

 

Tags: Tips for Better Customer Service by Dennis Snow
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I hope you all had a wonderful holiday season, and that you are optimistic about the new year, in spite of what the news continues to report.

I had the opportunity to do some shopping over the holidays and had a handful of great experiences, a handful of lousy experiences, and tons of mediocre/neutral experiences. I’m sure you can relate.

What separated the great experiences from the others wasn’t anything spectacular or heroic. It was more a matter of employees who truly knew what they were doing, were genuinely friendly while doing it, and who seemed happy to help. That’s it – those things made the difference.

I was probably most impressed by Target. I went in to buy a few quick items, expecting a neutral experience. They are a discount retailer, after all, and likely had a lot of temporary workers over the holidays. I was pleasantly surprised by the friendliness and attentiveness of every employee I encountered, and was impressed by the pristine condition of the store even though it was crowded with shoppers. I’ve never been a regular Target customer, but I will be one now.

Here’s how customer service impacts customer loyalty:

• Poor service – It is likely I will not return, unless I feel the experience was an aberration, in which case I might give the organization one more chance. Or I might return if I simply have no other options.
• Neutral service – I might return, but more out of convenience than loyalty.
• Strong service – I will return, but I’ll be expecting the same level of service I first experienced.

In the strong service scenario, it may seem daunting that my expectations are now high. But keep in mind what “high” means in my Target example – friendly, knowledgeable, caring employees. It isn’t that hard to exceed expectations in today’s business world. Since the bulk of customer experiences are either neutral or poor, small touches make a huge difference.

Would your customers describe your employees as friendly, knowledgeable, and caring? Not just some of your employees – all of them?

Tags: Service Analysis by Dennis Snow
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