Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

Moments That Matter


Many years ago, I was a first year apprentice assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capital Hill in Seattle, an upscale part of town.

It was a 90-degree day, in late August. To make matters worse, it was a Friday around 4:30 PM. I was wet, dirty, tired and I was anxious to get home, knowing full well I had at least another hour to finish up. An elderly gentleman in coveralls, and an old and worn straw hat approached me as I came down the ladder. "Watcha' doin,' sonny?" he asked curiously. At that moment, it would have been easy to dismiss his inquiry and say something curt or rude. After all, I was tired. However, I decided to smile and explain what and why I was doing what I was doing. His body language told me he appreciated my gesture. He then exclaimed, "That's great, I'm glad you're doing this. It's important. You see, my son runs the store for me. In fact, I own the whole block. Keep up the good work!" On the drive home, it occurred to me, "You just never know!"

He didn't look like a millionaire. It was a moment that mattered from a business perspective.

A Customer Service Moment of Truth as defined by Jan Carlzon are the hundred daily interactions that occur when we come in contact with our customers. Carlzon gained international recognition by transforming Sweden's national airline into a successfully profitable operation. In 1981, Carlzon became president of SAS. In one year, he managed to turn a $54 million profit in an airline that had been losing $17 million a year.

How did he do it? By turning the organizational chart upside down. He preached, taught and lived the philosophy that the airline should be customer driven. Employees who dealt directly with customer were put in charge of making decisions that affected the customer. Customers responded positively and so did employees. "The only thing that matters in the new Scandinavian Airline Systems," proclaimed Carlzon, "is a satisfied customer. We are going to be the best airline in the world, and that means putting the customer first in everything we do."

"The purpose of business is to get and keep customers," wrote Theodore Levitt in "The Marketing Imagination." That phrase is brilliance and simplicity. We sometimes forget that it costs $7 to GET a new customer, but only $1 to KEEP one!

Keeping customers delighted and letting them know how valuable they are is as rain is to dry flowers. Some organizations have made outstanding Customer Service a part of their Vision, Values, Goals and Behavior. They reward and honor those internally that live these principles on a daily basis. They offer exceptional value in their own unique way and once we receive their exceptional service, we are spoiled to the point of fierce loyalty.

Organizations that come to mind are:

?Nordstrom - National Retailer of Clothes

?Starbucks - International Coffee Giant

?Les Schwab - West Coast Tire Distributor and Dealer

?SW Airlines - National Airline that continues to captures awards yearly

?Morton's Steak House - World Class National Steak House

?Lexus - International Automobile Manufacturer

?New York Times - National Newspaper Giant

?Garth Brooks - Country Western Singer and Songwriter

?4 Seasons Hotel - National Hotel chain

?Arnold Machinery - West Coast Supplier of Machinery for Mining/Lift Truck Equipment

Yogi Berra, the great baseball philosopher once said, "You can observe a lot by watching!" How true that is. After years of reading about Customer Service, observing, studying and spending time with great people and companies with the single-minded goal of learning why they succeed, I have concluded some simple truths.

These common links bind each of the companies listed above, and seems to exist in each organization that values the customer and has committed to serving them to the best of their ability:

1)Great Service is communicated from the top of the Organization on an ongoing basis.

2)Great Service is rewarded and discussed through stories that become legendary internally.

3)Great Service is Appreciating the Customer which ultimately is everyone's responsibility.

4)Great Service means Extra-Mile attitudes and behavior.

5)Great Service means Listening Actively to the customer on a regular basis. Focus groups, surveys and proactive feedback.

6)Great Service means becoming a Selfless Servant Leader. By able example, leaders demonstrate the behavior they want in others, often without saying a word. As the coach goes, so goes the team.

7)Great Service means high levels of Empathy.

8)Great Service means asking great questions in a moment of truth, like:

a)"What will it take to make you happy?'

b)"What would you like us to do?"

c)"You have a right to feel the way you do. How can we make it right?"

9)Great Service means subjugating personal agendas and purposefully forgetting commissions or hourly wages and focusing on being "Other-Centered." (What does this person need most at this moment?)

10)Great Service means being flexible and willing to change to leave the customer smiling and happy.

11)Great Service means never being content with the status quo. It means continuously investing in training and growing people. It means guarding against the twin thieves of Arrogance and Complacency.

12)Great Service means treating every person your organization comes in contact with correctly, with dignity and respect. Those "Moments that Matter" will, in the long term, make or break your company.

This list certainly doesn't represent the last word in Customer Service insights, however, is it worth considering? How does your service stack up against this list?

USA Today carried a story that headlined: "Bank gets $2 million dollar lesson." It began when John Barrier went to Old National Bank in Spokane, WA, to cash a $100 check. When Barrier tried to get his parking slip validated to save .60 cents, a receptionist refused, saying he hadn't conducted a transaction. "She said you have to make a deposit," Barrier said. "I told her I'm considered a substantial depositor and she looked at like?well." He asked to see the manager, who also refused to stamp the ticket. Barrier went to bank headquarters vowing to withdraw his $2 million-plus unless the manager apologized. No call came. "So the next day I went over and the first amount I took out was $1 million. But if you have $100 or $1 million," he says, "I think they owe you the courtesy of stamping a ticket."

I wonder if John Barrier was wearing a straw hat and coveralls? (Wealthy farmers in Eastern Washington often don't dress the part!) There are many days I don't feel like providing great service. I'd rather take a nap. But you know, you just never know, when a Moment?will Matter!

Mark Matteson can be reached for Consulting, Seminars or Keynote Speeches on Customer Service, Sales Training, Personal Development and Change Management or a variety of other processes or curriculum tailored to your needs and culture.

Pinnacle Service Group
Raising the Bar in Organizations Nationwide
Mark Matteson
877.672.2001
Fax 425.745.8981
mark@mattesonavenue.com

For your FREE e-zine, go to http://www.mattesonavenue.com


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Tsunami warning canceled after massive earthquake strikes off Alaska - News & Observer


Tsunami warning canceled after massive earthquake strikes off Alaska
News & Observer
An earthquake with a preliminary magnitude of 8.2 struck off Alaska's Kodiak Island early Tuesday, initially prompting a tsunami warning for a large swath of coastal Alaska and Canada's British Columbia while the remainder of the U.S. West Coast was ...

and more »

Be careful when searching online for customer service help numbers - AZFamily


AZFamily

Be careful when searching online for customer service help numbers
AZFamily
All was good until she says she was almost talked into a $460 customer service contract. "I was literally reaching for my wallet to get my credit card out when I just stopped and said, 'Something's not right,'" said Roberts. She looked and realized the ...

and more »

A Secret Of Customer Service Success And Job Satisfaction: Help Even When You Can't Help - Forbes


Forbes

A Secret Of Customer Service Success And Job Satisfaction: Help Even When You Can't Help
Forbes
Customer service can be frustrating work, because of the limiting parameters. You're interacting with customers briefly and in a closely-defined role, where there's a ceiling on how much you can do for them. You're handling a product return, but the ...

What Amazon Go's cashier-less grocery means for customer service - WSB Atlanta


WSB Atlanta

What Amazon Go's cashier-less grocery means for customer service
WSB Atlanta
On Monday, Amazon debuted its first cashier-less grocery store in Seattle, Washington, ushering in a decidedly new era in customer service. Amazon Go, as the venture is called, works by streamlining the shopping experience, allowing the customer to ...
Amazon's New Checkout-Free Grocery Store Doesn't Take Food Stamps Slate Magazine
Amazon Go draws crowds: How does it work? Answers to questions on the new retail store Seattle Times

all 604 news articles »

A GDPR Satori—Good Customer Service Means Respecting Customer Privacy - MarTech Advisor


MarTech Advisor

A GDPR Satori—Good Customer Service Means Respecting Customer Privacy
MarTech Advisor
GDPR codifies into law something that should be considered elementary: customers own their own personal data. When it comes to customer privacy, there should be no distinction between the interests of the business and the interests of the customer ...

and more »

InsureMyTrip Named Finalist in 12th Annual Stevie© Awards for Customer Service - PR Newswire (press release)


InsureMyTrip Named Finalist in 12th Annual Stevie© Awards for Customer Service
PR Newswire (press release)
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and ...

and more »

Coinbase hires a new VP of Operations to lead its customer service effort - TechCrunch


TechCrunch

Coinbase hires a new VP of Operations to lead its customer service effort
TechCrunch
Coinbase just announced they're hiring Tina Bhatnagar as VP of Operations and Technology to lead all operational teams at Coinbase and GDAX. But perhaps most relevant right now is the fact that her responsibilities will include overseeing the fast ...
Coinbase taps Twitter for much-needed customer service expertise Financial Times
Finally, Coinbase Is Addressing Its Customer Service Issues Hacked
Coinbase hires former Twitter exec to lead customer service efforts Finextra (press release)
CoinDesk  - Fortune  - Business Insider
all 9 news articles »

CES Showcases Robots (Again) And Demonstrates How They Can Provide Amazing Customer Service - Forbes


Forbes

CES Showcases Robots (Again) And Demonstrates How They Can Provide Amazing Customer Service
Forbes
... named CLOi (pronounced like the name Chloe), will work in hotels, airports, and supermarkets. The CLOi serving robot will deliver food and beverages to guests in hotels and airport lounges. The CLOi porter robot helps hotel guests with express ...

and more »

T-Mobile's customer service is its biggest success story - BGR


BGR

T-Mobile's customer service is its biggest success story
BGR
Since John Legere took control of T-Mobile in 2012, the carrier has orchestrated a remarkable turn-around. Through launching the Un-Carrier initiative, T-Mobile turned its scrappy underdog status into a marketing plug, and by adding the iPhone to its ...

and more »

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links