Serving the customer – This has been the foundation to a solid business approach since the dawn of time. There have been examples of solid customer service that go beyond the everyday care and feeding of clients. Companies like Zappos, Southwest Airlines and Trader Joe’s have set themselves apart making people feel good about doing business with them.
So what are you doing to make people love you?
If you are getting by with low prices and showing up on time then you are only scratching the surface. There are a million things you can do to turn the customer experience on its ass. And no amount of help from me or any other person can do it for you, and do you know why?
Because it has to be in your DNA
You have to want to be the one painter or plumber or builder who not only does it better, but does it so much better, that you embarrass the next closest competitor. That is the only way to create the distance between your company and the rest of the pack. And the best part about great customer care is that the smaller you are, the easier it is to provide.
And great customer care is a fantastic competitive advantage!
If you are a small shop, then you have a massive advantage over the big guys in your market.
BECAUSE EVERYONE MATTERS TO YOU!
The big guys are big, but they are (usually) terrible at customer service. They find a way to piss someone off every day, and you can make a nice living by punching holes in the market and filling them with what voids are being left by your competitors.
So get started!
To be great, you have to do great. Nothing else matters if your work sucks. Once you know your work is beyond reproach, then you need to learn how even the tiniest of details can mean the difference between making ends meet, or making it big. If you are saying Amen to customer care, but don’t know how to get started, here are a couple of books you can read to get a baseline of what it takes to be great.
Delivering Happiness: A Path to Profits, Passion, and Purpose
UnMarketing: Stop Marketing. Start Engaging.
Once you know what it takes to be great, no one can take that from you. And the best part is, you will always want to improve on your previous results and get better, landing you more business.
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