You have probably watched the show “Undercover Boss” by now. The show takes business owners inside of their businesses to explore how their company operates. At the top it is often hard to disseminate how the rest of your company really operates from the perspective of your clients or customers. Do you see value in being able to have this type of introspective without the media spotlight and expense?
Here’s an interesting exercise regarding your perception of customer service.
Order a pizza for your company or for your family. Set aside two different amounts, one for the greatest possible customer experience you have ever had and one for the worst. Evaluate the entire experience and decide if it was the best, worst, or somewhere in between.
Consider how your customers or clients would feel if they conducted a similar experiment with your business. Do you think there may be ways to improve their experience?
As business owners we always look to have a competitive advantage. Does your organization possess a specific attribute that makes it stand above the rest of your competition? Is there a special feature, service, or advantage that you offer that makes your organization stand taller than the rest?
I had recently completed some crowd funding work through a website called GoFundMe. GoFundMe’s help page claims that they try to reply within 5 minutes during office hours. On both occasions I required assistance, I was emailed a personal response telling me that my requests had been taken care of for me within minutes. My personal thought was, wow! No canned response, no form email. I wasn’t given instructions on how to fix the issues I created, they were handled for me immediately! I received personal assistance that was handled promptly, effectively, and most importantly efficiently.
Do you provide this level of service for every one of your customers, every time? Do your customers feel that they have left every exchange with your company in a winning position? It’s never a bad idea to take a look at the moving components in your customer service process to determine if there are ways to improve.