With so many different things you can work on in business, it can be easy to lose sight of the fundamentals.
At the end of the day business is an exchange of value.
I give you money and you give me value.
A huge part of that is customer service.
Today I called a tyre shop to (obviously) book my car in to replace the tyres.
It wasn’t a very long phone call, but the experience was very positive.
I spoke with a man named Adam.
He did a few key things that caused a positive experience:
- He remembered my name when I introduced myself at the start of the call
- He listened (shock horror) when I told him what I needed to get done
- He looked beyond the transaction (not just replacing one tyre that I asked for, but checked a number of other things with me to make sure he didn’t book me in a short timeslot when I needed more done. This is obviously good for up-sell opportunities
- He seemed to be in a good mood
- He knew what he was doing
- He summarised my booking at the end to confirm there was no miscommunication
- Finished the call positively
None of these things are new or innovative.
He simply executed a handful of important fundamentals.
It can be easy to lose sight of the fundamentals when there’s so many moving parts in your business.
Your Action Item:
Think about the last interaction you had with a current or potential customer.
If you aren’t customer-facing think about a staff interaction you observed.
Look at the seven points as if it were a checklist.
What could you have done better in that interaction?
Bonus points – How could you make the above improvement(s) systemised?
Have a great week,