I have become acutely aware of places that are Customer Focused and those that are not. I use the term focused because it goes beyond service to actually see the customer, recognize that there are some simple things that can be done to help the customer while transacting business. And by doing that, encourage the customer to come back to that store/restaurant again. From my perspective as someone who sometimes needs a little help (but then don't we all really) customer service is providing the customer the service that they expect in a respectful manner; customer Focused is going beyond expectation and seeing the customer as another human being who may need something beyond what might be just expected.
Let me give you an example of what I'm talking about. This week I accompanied my mother in law to a Verizon store. We have been customers with Verizon for many years. Mostly because one person took the time to understand my problem and helped me solve it. At that time I was ready to leave Verizon and find another cell phone provider, but because he took the time to listen and help solve the problem I have been a loyal Verizon customer. So much so that I have followed him as he has been transferred all around the Austin area. Now he is the manager of a fairly large location in North Central Austin and I drive 45 minutes to go to his store. When we went to his store this week, Jason was not there. We were greeted by Peter and he made us feel welcome and answered all of our questions in a very professional and customer service oriented way. As is usually the case when you are getting a new phone, the paper work takes a while and I was getting tired of standing. I sat on a stool that was in the store. Peter noticed and asked if I would like him to move it closer to the computer where he was working so I didn't have to get up every time he needed a signature. During our conversation about phones, my mother in law mentioned that she lives/works on a farm. When Peter went to the back to get the new phone, he brought out several phone cases. Expected? Yes. Every good phone sales person will try to sell you all of the accessories. Unexpected? He brought several for her to choose from, one of which was a Hunter orange otter box case. He thought she might like that because we talked about how someone she knew dropped hers in field and couldn't find it later. When we had finally gotten the phone activated and were leaving the store Peter carried our bag (we also got a free tablet) to our car. Customer focused! I got home from the trip to the Verizon store and sent a text to Jason telling him how great Peter was. How many times do you share a good story with a manager?
Yesterday I took a friend out to lunch. We went to Chick Fil-A. If you have ever been to a Chick Fil A at lunch you know they get very busy. Instead of giving you a number they ask for your name so that they can call you when your order is ready (or bring it to your table depending on the location). I was paying for our order and handed the cashier my debit card. She took the time to look at it before she processed it and said "your order will be out shortly Kim". That doesn't sound like much but that personal touch can be just what someone needs to brighten up their day. I told her how awesome it was that she didn't even have to ask my name for the order. So many people would not have thought to even look at the card they just make the transaction and proceed to the next customer. Customer Focused. I was not just another transaction, I was a person with a name. How refreshing.
Granted I have stories of the other extreme. The take a number, next, robotic response. But I choose to look for the places and return to the places where people are happy to look you in the eye, engage with you and recognize that there is something that they can do to make the simplest of transactions just a little more pleasant.
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