Five Tenets of Great Service
Can you recall the last time you were wowed by great service? Whether it was the service technician who went the extra mile to ensure your car was ready in under 30 minutes, or it was the retail associate who called a few other stores across town on your behalf to find that special size you absolutely needed – it’s hard to come across those who seem to care about their jobs or much less – YOU.
How great or how poorly employees perform for your target audiences reflect directly on your company and can make or break your brand. More often than not, people remember bad experiences– and what’s worse, bad service becomes viral when they tell an average of 10 of their closest friends and family about the poor service they received.
In an age where service has become rather informal and, at times, impersonal, it helps to refocus on the basic principles that help us relate to one another. As I reflect on some of my best service encounters, I put forth the five tenets of great service:
1. Show Respect – It really is the golden rule – treat others how you want to be treated. And, if you are not so good to yourself, treat them how you would want your best loved one treated.
2. Demonstrate Initiative – If answers are not intuitive or the product is not right there on the shelf – it is easy to say “I don’t know.” or “We don’t carry that.” What stands out is when you take a little time to investigate or find an alternate solution. Next time, try “Let me find out for you!”
3. Show empathy – Think about what the other person is going through. With company’s laying off, many employees have taken on more than their fair share of work. In general, many people are feeling the pinch of a tight economy. Would it hurt your profit margin to give them a one-time credit or discount? People remember the little things and will continue to patron you because you cared about them when times were not all so good.
4. Have Integrity – Simply put, take pride in your work product and service. Dot your “I’s” and cross your “T’s.”
5. Be Willing To Compromise – The rules of business are ever-changing so be willing to give a little. Every situation is different – cookie-cutter practices do not work.
The truth is, the above attributes can be applied to all aspects of one’s life to hone great relationships with your customers, employer, spouse or friends. Finally, if you find it hard to incorporate all of the service attributes into the way you do business, just remember – the customer is always right.
