In the last post we talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I’ve decided to split up this post so the next one will cover the 1% Rule.
Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience.
There are three ways to develop extraordinary consistency:
Let me get one thing on the plate to start with; I am a technology geek and I really enjoy technology however on today, the 40th anniversary of the cell phone, I find that we are using the cell phone to hide in plain sight. There is a real danger that future generations will not know how to communicate and connect in a human way.
More and more I see people of all ages sitting in restaurants staring at their smart phones rather than conversing. When the do converse it is a very shallow conversation that has little relevancy to their relationship. We need to have at least one day per week to disconnect from our toys.
Tony Robbins says “Your philosophy of life shapes you more than anything else.” This got me thinking about the topic of personal transformation, which I am a strong advocate of and how this could play a role in our lives.
My first question is: Can we truly transform ourselves?
The answer I have experienced is a resounding “YES” but it does require being intentional in action and thought. What we value and believe becomes part of our everyday persona, but it is not a simple on or off relationship. Today we are often told that we need to model this or that in our work and personal lives or we are influenced by peer groups however being authentic requires that we are comfortable with who we are. Trying to live in a way that is not consistent with our picture or view of our true nature only brings confusion and frustration. The longer you live a lie the longer it takes to recover and restore our true nature. Our ability to anchor in our values and beliefs is really the strongest tool or power that demonstrates our actions.
John Maxwell poses this question quite often but the more I have experienced this I totally understand it now. He is absolutely right and it goes back to a premise I totally support: It boils down to attitude in almost every case. Goals are great as is personal and organizational growth however too many focus on the goals and lose sight of the growth.
How do you develop goals? Do you create or refresh them quarterly, annually or never? What happens when you reach a goal? How many goals do you set for yourself or your team on a regular basis? Who do you share your goals with and how do you let people help you reach them? All of these are valid questions that we should be asking ourselves but keep this in mind; each of these goals is a destination! Once you have reached that destination, multiple things can occur ranging from celebration to depression depending on how focuses you were on that particular goal.