When it comes to customer service, speed isn’t everything.
There I was, standing in line with my coffee in hand and a long line of people behind me… but I wasn’t moving.
You might think I was frozen in fear on account of the long line-up of people impatiently waiting for me to move on.
That was not the case (although trust me, I could feel the stares at the back of my head).
Unfortunately in her haste to answer some voice that was apparently summoning her through her headset, the attendant had walked away and not asked if I wanted a receipt.
Not a big deal.
But when she returned after a few minutes of chatting with this imaginary person who seemed to have a lot of questions, she looked at me with a blank stare and said,
“Can I help you?”
She didn’t recognize that she had already served me.
Now, it’s possible that she was simply tired or really overwhelmed with everything that was happening at the moment.
But, I couldn’t help but wonder how often other customers had a similar experience.
You see, I didn’t mind waiting for the receipt, and although a tad bit uncomfortable, I didn’t mind ignoring the stares of everyone lined up behind me.
I did find it a bit off-putting that she didn’t remember me.
Has this ever happened to you? Maybe it was at the bank or a fast-food restaurant?
Have you ever been put on hold during a phone call, only to have the person return and start their script again: “Hello, sir, how can I help you?”
Small Gestures are Big in Customer Service. Speed isn’t everything.
When it comes to customer service, at a time when everyone expects top-notch personalized service, little things can make a big deal.
I’m sure this young lady has had plenty of training, and from what I could tell, she actually seemed quite efficient.
But if she continually forgets who she has served, or is unable to call people by name whom she sees on a regular basis, will it be good for business?
My guess is no.
If you disagree, think about the last time you were called by your first name at a place you frequented.
It made you feel good, didn’t it? Of course, because when it comes to customers, it’s the little things that matter.
This is exactly the message you need to have your employees embrace. It’s the little things that matter. Sure, you want efficiency.
You want them to focus on getting stuff done, but not at the expense of leaving out little details.
These are details that make your customers feel like they belong; like this is a place they want to be.
Whether you are selling B2B, B2C, products, or services, your customers need to feel like they are receiving a personalized experience.
That experience begins and ends with the interactions they have with your people.
Try shopping your business and learn what kind of experiences your customers are having.
It might shed some light on exactly where you need to focus your time to ensure every customer experience is a “wow” experience.
Most importantly always remember, when it comes to customer service, speed isn’t everything.
© Shawn Casemore 2020. All Rights Reserved.
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