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

Under Promise & Over Perform: The Art of Managing Customer Expectations


I'll always feel warmly about Conrad's restaurant, in Glendale, California.

On the morning of the Northridge earthquake, Conrad's was the only restaurant in town that opened for business, and stayed open until the last customer went home. (For the record, I had a jumbo burger with Swiss cheese, grilled onions, fries, and two chocolate shakes with lots of whipped cream and extra cherries on top.)

The line of hungry patrons shoe-laced down the block, but instead of being grumpy, everyone was smiling, happy to be alive, and bursting with their own quake stories to share with the strangers all around them.

What was truly extraordinary was the fact that Conrad's did the ordinary, under exceptional circumstances. It opened for business-as-usual.

Undoubtedly, it had a skeleton crew, because freeways were damaged and closed, and some workers couldn't make it in for their shifts. But enough servers and hosts were there for us, and this very fact exceeded, I'm sure, most people's expectations.

Which of course, proves a point: You don't have to provide "legendary" or "heroic" or otherwise spectacular service to succeed. You merely have to exceed people's expectations as a way to consistently create customer satisfaction.

The problem is most companies do the opposite. They crow about how capable they are at providing top service, citing surveys that they have sponsored and often manipulated to appear better than they really are.

"Your call is important to us" is repeated incessantly on hold. Some service reps are even trained to ask one of the dumbest questions imaginable: "How can I provide you with exceptional service, today?"

In reality, most of us would be thrilled to replace this self-serving rhetoric with the basics. We really want service folks to:

Be there for us when we need them.

Be competent and well trained.

Be quick to address our problems and to solve them.

Be upbeat, and grateful for the opportunity to have our patronage, and

Be done!

To elevate our customers' hopes, and then dash them, is utterly self-defeating. It reminds me of what I used to hear as a kid-athlete. It's ok to boast, but you better be really, really good, in every single contest. Otherwise, the first time you screw-up, you'll be razzed, relentlessly.

Moral: Be modest. Nice and humble does it every time.

If you're modest, and simply competent, you'll be appreciated and you'll win customer loyalty.

That's the secret to Conrad's decades-long success.

Dr. Gary S. Goodman is a popular keynote speaker, consultant, and seminar leader and the best-selling author of 12 books. He is the author of the Nightingale-Conant audio program, The Law Of Large Numbers: How To Make Success Inevitable. Gary teaches Entrepreneurship and Consulting at UCLA Extension, and he is President of Customersatisfaction.com and The Goodman Organization. He can be reached at gary@customersatisfaction.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

Busse: The intersection of customer service and social media - Long Island Business News


Long Island Business News

Busse: The intersection of customer service and social media
Long Island Business News
randi-busse If you're a regular social media user, you're probably familiar with people using these channels to make complaints, praise companies, start a discussion, or indulge in a mud-slinging match. Online social media communications have changed ...

55% Of Consumers Welcome Customer Service Chatbots - Retail TouchPoints


55% Of Consumers Welcome Customer Service Chatbots
Retail TouchPoints
Chatbots — AI applications that simulate human conversation — are becoming more pervasive in online and mobile customer service, and acceptance of them is growing: 55% of American consumers, and 65% of Millennials, report that they want chatbots ...

Joseph E. Huerta: Not pleased with Comcast's customer service - Longmont Times-Call


Joseph E. Huerta: Not pleased with Comcast's customer service
Longmont Times-Call
I continued to view charges on page 3, listing "Your new charges" in detail — bundle, additional services and equipment, and then the red flag, "other charges and credits," including a broadcast TV fee (paid in TV starter) and regional sports fee (no ...

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both - Forbes


Forbes

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both
Forbes
Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


Forbes

These Two Customer Service Formulas Can Improve Employee Performance By 100%
Forbes
Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

MTA, union deal will create hundreds of new 'customer service ... - New York Post

Seven Customer Service Practices That Will Help You Win Over Clients - Forbes


Forbes

Seven Customer Service Practices That Will Help You Win Over Clients
Forbes
Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


Why is Customer Service in Asia so Terrible? - Forbes
Forbes
Asia's service sector is booming. This article takes a closer look at how this lucrative sector is developing. Don't miss out on the investment opportunities that are ...

and more »

Telefonica suspends customer service operations in Guatemala after killings - Reuters


Telefonica suspends customer service operations in Guatemala after killings
Reuters
GUATEMALA CITY (Reuters) - The Guatemalan unit of telecommunications firm Telefonica SA suspended its customer service operations and closed its shops over the weekend after three of its employees were shot to death in the Central American nation.

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