In my last post I began the story of a negative customer service experience I had renting a car from a company that I, in the interest of preserving the company's anonymity, am calling Schmudget Rental Car. Not a clue who I'm talking about, right? I didn’t think so.
After two frustrating hours of not getting the kind of car I had reserved, the customer service rep at Schmudget actually made the statement, “You don’t pay my paycheck. The company does.”
Amazing.
I cannot even begin to imagine that the manager of that particular rental location knew his employees were dispensing this type of:
A] Customer non-service, and
B] Fairy-Tale notions about where money comes from.
So, I called their regional office and related the story to their regional manager who didn’t sound happy to hear from me.
Handy Customer Service Tip #213: If, per chance, a disgruntled customer happens to complain to you about your company’s product or service, get down on your knees and thank them profusely. Whether you know it or not, they are doing you a huge favor. For every customer who actually speaks up and tells you what he is actually thinking, there are hundreds who will walk out the door and keep their own counsel.
And I don’t mean to pick on poor Schmudget Rental Car. I’ve rented from them scores of times and have been perfectly satisfied with the experience.
My point in relating this particular situation is that if a customer is standing in front of you, you must tacitly concede that they are the reason that you have a job. They are the ones that allow you to provide food, shelter, transportation and healthcare for your family. They are the ones that allow you to go on vacation, go out to eat, or do whatever it is that really flips your switch.
In short, the customer is your boss and should be treated with all the deference, respect, and loyalty that is due to the person handing you your paycheck.
In a challenging economy, this one principle might be all that stands between a prosperous business and one that is forced to close up shop.
Feel free to reprint this article in your organizational publication. We only ask that you use the following attribution blurb at the bottom of the article:
© 2010 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at http://www.charlesmarshall.net or contact him via e-mail at charles@charlesmarshall.net.
Charles Marshall
Motivational speaker and author, Charles Marshall
Showing posts with label customer service speaker. Show all posts
Showing posts with label customer service speaker. Show all posts
Wednesday, January 12, 2011
Tuesday, July 20, 2010
I’m waiting to be wowed!
I was mentored in the art of customer service by one of the world’s very best, but I doubt you’ve ever heard of him. I met him when I got my first real job in the early 1980s working as a commissioned salesman at an upper-end clothing store named Waldoff’s in Hattiesburg, Miss.
It didn’t take me long to learn that James, a fellow salesman in the men’s department, was a world-class customer service expert. But, I’m pretty sure that he wouldn’t have called himself that at all. James was one of those people who wasn’t focused on himself. He was the type of guy who made you feel like you mattered, that you were the one who was important.
Coincidentally, James was also the store’s top salesman, and that didn‘t take long to learn either. It seemed that every other person that came into the store wanted to be waited on by James. When James was busy helping another customer, people would often refuse to be helped by other salesmen, opting instead to hover around the men’s department until James was free again.
When James was waiting on you, he put his whole being into the process. After ascertaining exactly what it was that you were looking for, he would bounce around the department, gathering things that he thought might be of interest to you. Things that held no appeal to you would quickly vanish to be replaced by other items of interest. This happened whether you were shopping with a $20 or $1,000 budget. It happened whether you wore Levis jean or an Armani suit into the store. It didn’t matter to James, or if it did, you certainly couldn’t tell.
He took care to know his business so that when he made a suggestion, you felt that an expert was advising you. Because he was confident, you felt confident making your buying decision.
He always suggested but never pushed. He recommended but never argued. If you needed a miracle--if you had a funeral the next day and had to have a suit altered quickly, if you were shopping on a limited budget but needed to look good in a hurry, if you needed something nice in your impossible size for a special occasion--James was your man. He was constantly pulling rabbits out of hats for his clients and as they were shelling out hundreds or thousands of dollars, they were thanking him profusely for helping them.
After my first three months working at Waldoff’s, I received my first commission check. I knew I needed to invest in some clothes, so when it was time for me to go shopping, who do you think I went to? That’s right. I wanted the very best service too, so when James wasn’t busy, I asked him if he would help me put a few things together.
And even though he didn’t make a dime of commission from anything sold to a co-worker, it didn’t matter to James. At some point, customer service had become part of James’ DNA, so he helped me as though I were his most important client.
Toward the end of that shopping-session with him, I admired the maroon pocket square (little silk hankie) he had in his sport coat and lamented that our store didn’t carry any more like it. Without a thought he pulled it out of his pocket and gave it to me. I still own it today as a reminder of a spectacular individual and an extraordinary example of what real customer service can be.
My point is this: When you have a choice regarding how you and your business are perceived, when you have the power to be a “wow” person rather than a “ho-hum” person, when you can have other people perceiving you as a “James,” as the go-to guy or gal that is the answer to their needs, why on earth wouldn’t you choose to be that person? Why not be that exceptional person by going the extra mile? By springing into action when either a potential or regular client walks into your door? By serving your co-workers and lifting the morale of those around you just by being focused on the needs of others?
To me, customer service isn’t just something your boss or some customer service expert wants to get you to do. It’s a tell-tale standard of behavior and excellence that communicates to the world the type of person you are.
Feel free to reprint this article in your organizational publication. We only ask that you use the following attribution blurb at the bottom of the article:
© 2010 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at http://www.charlesmarshall.net or contact him via e-mail at charles@charlesmarshall.net.
It didn’t take me long to learn that James, a fellow salesman in the men’s department, was a world-class customer service expert. But, I’m pretty sure that he wouldn’t have called himself that at all. James was one of those people who wasn’t focused on himself. He was the type of guy who made you feel like you mattered, that you were the one who was important.
Coincidentally, James was also the store’s top salesman, and that didn‘t take long to learn either. It seemed that every other person that came into the store wanted to be waited on by James. When James was busy helping another customer, people would often refuse to be helped by other salesmen, opting instead to hover around the men’s department until James was free again.
When James was waiting on you, he put his whole being into the process. After ascertaining exactly what it was that you were looking for, he would bounce around the department, gathering things that he thought might be of interest to you. Things that held no appeal to you would quickly vanish to be replaced by other items of interest. This happened whether you were shopping with a $20 or $1,000 budget. It happened whether you wore Levis jean or an Armani suit into the store. It didn’t matter to James, or if it did, you certainly couldn’t tell.
He took care to know his business so that when he made a suggestion, you felt that an expert was advising you. Because he was confident, you felt confident making your buying decision.
He always suggested but never pushed. He recommended but never argued. If you needed a miracle--if you had a funeral the next day and had to have a suit altered quickly, if you were shopping on a limited budget but needed to look good in a hurry, if you needed something nice in your impossible size for a special occasion--James was your man. He was constantly pulling rabbits out of hats for his clients and as they were shelling out hundreds or thousands of dollars, they were thanking him profusely for helping them.
After my first three months working at Waldoff’s, I received my first commission check. I knew I needed to invest in some clothes, so when it was time for me to go shopping, who do you think I went to? That’s right. I wanted the very best service too, so when James wasn’t busy, I asked him if he would help me put a few things together.
And even though he didn’t make a dime of commission from anything sold to a co-worker, it didn’t matter to James. At some point, customer service had become part of James’ DNA, so he helped me as though I were his most important client.
Toward the end of that shopping-session with him, I admired the maroon pocket square (little silk hankie) he had in his sport coat and lamented that our store didn’t carry any more like it. Without a thought he pulled it out of his pocket and gave it to me. I still own it today as a reminder of a spectacular individual and an extraordinary example of what real customer service can be.
My point is this: When you have a choice regarding how you and your business are perceived, when you have the power to be a “wow” person rather than a “ho-hum” person, when you can have other people perceiving you as a “James,” as the go-to guy or gal that is the answer to their needs, why on earth wouldn’t you choose to be that person? Why not be that exceptional person by going the extra mile? By springing into action when either a potential or regular client walks into your door? By serving your co-workers and lifting the morale of those around you just by being focused on the needs of others?
To me, customer service isn’t just something your boss or some customer service expert wants to get you to do. It’s a tell-tale standard of behavior and excellence that communicates to the world the type of person you are.
Feel free to reprint this article in your organizational publication. We only ask that you use the following attribution blurb at the bottom of the article:
© 2010 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at http://www.charlesmarshall.net or contact him via e-mail at charles@charlesmarshall.net.
Wednesday, July 7, 2010
I am customer... hear me roar
Allow me to introduce myself. I am a customer.
I am the person that makes the economic engine turn. I am the reason you take home a paycheck. I am the reason you are able to feed your family, pay your mortgage, go on vacation, buy a car, and contribute to your church or synagogue. Because of me, gigantic corporations and small businesses alike have risen and flourished. Because of my absence, they have faded from existence.
The roads you drive on, the police and fireman that protect your community, the teachers that teach your children all exist because of me. Politicians and postal workers, sanitation workers and soldiers all owe their jobs to me. Without me, no taxes would be paid and any and all societal advances would come to a halt.
The wise come to know, respect, and love me. The foolish disregard my importance and suffer accordingly.
By the way, you’ll notice that I didn’t introduce myself as your customer. That’s because I don’t belong to you. Even if I make a purchase from you, that doesn’t mean that I will do it again in the future. You are always on trial and I am always evaluating, measuring, and testing your product and service.
So pay attention to me. Get to know me. Learn my habits. My likes. My dislikes. My desires. My dreams. My values. Learn my language. Learn to recognize my moods.
Above all, treat me with respect. I will not be ill-treated, and why should I be? There are too many businesses vying for my attention. Every time you turn on the television, open a newspaper, or listen to the radio, you see and hear multitudes of companies competing for my attention. There are too many people who are willing to treat me right in exchange for my business.
And know this, I am not easily fooled. Businesses treat me right or suffer the consequences. Sooner or later I always discover dishonesty, disrespect, or disinterest. Most of the time, I don’t announce my displeasure. I simply take my business elsewhere.
Occasionally, we will have disagreements. I don’t like mistakes but I understand that you sometimes make them. The manner in which you handle my complaint determines any future interaction I have with you. And, in my mind, it also determines the character of your business. I rarely ever give you a second chance to make the same mistake twice.
So, watch for me in your business community. If you’re fortunate enough to see me, do everything in your power to woo me and make me your own, because I hold the key to your financial success. It is no exaggeration to say that when you interact with me, your future hangs in the balance.
Learn me. Know me.
I am a customer.
Feel free to reprint this article in your organizational publication. We only ask that you use the following attribution blurb at the bottom of the article:
© 2010 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at http://www.charlesmarshall.net or contact him via e-mail at charles@charlesmarshall.net.
I am the person that makes the economic engine turn. I am the reason you take home a paycheck. I am the reason you are able to feed your family, pay your mortgage, go on vacation, buy a car, and contribute to your church or synagogue. Because of me, gigantic corporations and small businesses alike have risen and flourished. Because of my absence, they have faded from existence.
The roads you drive on, the police and fireman that protect your community, the teachers that teach your children all exist because of me. Politicians and postal workers, sanitation workers and soldiers all owe their jobs to me. Without me, no taxes would be paid and any and all societal advances would come to a halt.
The wise come to know, respect, and love me. The foolish disregard my importance and suffer accordingly.
By the way, you’ll notice that I didn’t introduce myself as your customer. That’s because I don’t belong to you. Even if I make a purchase from you, that doesn’t mean that I will do it again in the future. You are always on trial and I am always evaluating, measuring, and testing your product and service.
So pay attention to me. Get to know me. Learn my habits. My likes. My dislikes. My desires. My dreams. My values. Learn my language. Learn to recognize my moods.
Above all, treat me with respect. I will not be ill-treated, and why should I be? There are too many businesses vying for my attention. Every time you turn on the television, open a newspaper, or listen to the radio, you see and hear multitudes of companies competing for my attention. There are too many people who are willing to treat me right in exchange for my business.
And know this, I am not easily fooled. Businesses treat me right or suffer the consequences. Sooner or later I always discover dishonesty, disrespect, or disinterest. Most of the time, I don’t announce my displeasure. I simply take my business elsewhere.
Occasionally, we will have disagreements. I don’t like mistakes but I understand that you sometimes make them. The manner in which you handle my complaint determines any future interaction I have with you. And, in my mind, it also determines the character of your business. I rarely ever give you a second chance to make the same mistake twice.
So, watch for me in your business community. If you’re fortunate enough to see me, do everything in your power to woo me and make me your own, because I hold the key to your financial success. It is no exaggeration to say that when you interact with me, your future hangs in the balance.
Learn me. Know me.
I am a customer.
Feel free to reprint this article in your organizational publication. We only ask that you use the following attribution blurb at the bottom of the article:
© 2010 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at http://www.charlesmarshall.net or contact him via e-mail at charles@charlesmarshall.net.
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