There is a sweet classic tale that’s been so over told, that seasoned speakers have stopped sharing it because audiences literally groan, “Not that story again!” I’m taking a risk to repeat it anyway, because I believe it applies to today’s businesses. Since we’re all facing economic challenges, I’m telling this story for its potential to profoundly affect your company’s customer service.
While there are many versions, the story boils down to this: An old man is walking along the beach when he comes across a young man who has spent his morning picking up and throwing back beached star fish that have been brought in by the tide. The old man asks, “What’s the use? There are miles of starfish perishing in the sun. What possible difference can you make”? In response, the young man picks up a starfish, throws it into the ocean, and says, “I made a difference for that one.?
Does this story have anything to do with you and your customers? Can one person really make a difference? You probably don’t have personal contact with every customer that does business with your establishment, but you can make a difference for the one standing right in front of you. You can also make a difference for the one that sent you that angry email and the next one you talk to on the phone.
When you think about customers one by one, it changes the way you handle them. After each customer interaction, ask yourself, “Did I make a difference for that one”?You may be surprised to discover how many customers get left behind. Being indifferent, too busy or impatient does not make a difference and will not keep customers coming back.
How can you make a difference with your customers? Through your tone of voice, your body language and the actions you take that show them that they matter to you. Some customers are easy. A little eye contact, a friendly greeting and help getting their problem solved and they are happy. Others can be so challenging that you feel like picking them up and throwing them in the ocean. When you see the challenges they present as opportunities to become their customer service hero, you strengthen the relationship and that can turn them into your company’s biggest fans.
What do you think?
Just for today, after every customer interaction, try asking yourself “Did I make a difference for that one”?Make a customer service score card and check off “yes” or “no” for each one. If you don’t have time to make up a score card, use a coin. When you make a difference, put the coin in your right pocket. When you don’t make a difference, move it to your left pocket. Notice how you do. Then challenge yourself to do even better tomorrow. Please let us know how this exercise works for you.
Posted by Marilyn Suttle at www.WhosYourGladys.com
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