Photo Credit: Courtesy of Craig Dishman
My family and I recently visited Disney World, and while I went with high expectations of experiencing magic, I did not come away with an incredible feeling of exceptional service. Don’t get me wrong--we had a great time, and we will go back, but I did not leave “wowed.” Instead, I left thinking that my staff members and I can do a better job and focus on exceptional customer service. Throughout my life, there have been three important figures that served as examples on how to provide a magical experience--my dog, my best man, and the most important female in my life … my mother (after my wife, of course!).
Create Loyalty
My wife and I recently put our eight-year-old golden retriever, Pete, to sleep. Golden retrievers are incredibly loyal. No matter what they do or don’t do, their aim is to please. Pete only wanted a few things each day--attention, food and water, and a few treats. After he achieved all of those “goals,” he found a warm place to sleep and did not bother anyone for a couple of hours. Treating customers well--giving them attention and offering the right program--will produce the same results. They will maintain loyalty and return to the people they have come to trust.
Pete had a conflict with a possum one night as he was trying to protect our small backyard. The possum gave him a scratch across his nose. Afterwards, when the possum came around, Pete still protected the backyard, but usually from the back door. But don’t keep your distance from challenging customers. Sure, we have all had the customer we wish would move to a neighboring city, find another league, or join a different gym, but get to know that person. Once you do, he or she may become an agency’s biggest advocate and fan.