The airline industry is not currently known for its outstanding customer service. But when you have to walk from the first class cabin to the back of a 737 800/900 to retrieve your flight attendant who is huddled in the back of the plane with three other flight attendants, you have just entered the “theatre of the absurd”.
We all have expectations of what customer service should be like when we enter into the buying process. If we go into a specialty bookstore (such as one that sells only mysteries) our expectation is that the owner will be knowledgeable in the genre. When we go into a Barnes and Noble or Borders our expectation is different. If our expectations are met, we are satisfied. If they are exceeded, we are surprised and delighted. If they are not met, we are disappointed and have a visceral urge to share our experience with anyone who will listen.
So whether the example is a first class airline cabin, a bookstore, or a restaurant – it doesn’t matter. What matters is – as a business owner are you meeting your customer’s expectation?
Differentiation on customer service is a powerful competitive strategy for your business. And it’s not what you think good customer service is, it’s what the customer expects and then thinks good customer service is.
As a business owner, what are you doing to provide memorable customer service that pleasantly surprises and delights your customer?
In this week’s Quick Tips we will discuss how you can move your customer service from mediocre to WOW.
Copyright 2011 Kubica and LaForest
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