Customer service is sometimes
overstated. It get's watered down with
tricks and gimmicks, but if you understand some basic principle or as I like to
say some fundamentals, of customer service you can create long term
relationships, as my old mentor Spencer Bartley use to say, " it’s all about
relationships". Let’s take a look at 2 quotes
that speak to the fundamentals. First up,
Jeffrey Gitomer, who is a guru on customer service and sales, and is brutally
honest says,
"Customer
satisfaction is worthless. Customer loyalty is priceless." Jeffrey Gitomer
What Jeffery is saying is
that, as a business you should not be happy with average. Being “ok” is not enough. A satisfied customer does not have the same impact
as a loyal customer, or as I like to say as Fanatic customer does.
Bestselling author and speaker Shep
Heyken puts it this way “Don’t just try
to satisfy your customers – satisfaction is not enough. Loyalty is what you
need Think about the word “satisfactory” – what does it mean? It means “okay”
or “average.” If you are a restaurant owner, would it please you to know that
the diners rated your food as “satisfactory”? Wouldn’t you rather have them
raving that their meals were amazing or fantastic, planning to return again,
and telling their friends the same? That’s more than satisfaction. That’s
customer loyalty.”
Sam Walton states
"There
is only one boss. The customer. And he can fire everybody in the company from
the chairman on down simply by spending his money somewhere else." Sam
Walton
Sam Walton understood the
fundamentals. Either you service your customer and build that relationship,
or they will go elsewhere and spend their money.
So in order to build loyalty, don’t
try to make them satisfied, create loyal Fanatics for your business and get
back to the fundamentals of customer service, which is the Customer first.
by,
Mark Wiggins
CEO Xtreme Effort Speaking and Consulting,
Creator of "Customer Service is as easy as, delivering news papers, making cookies, and selling t-shirts"
Mark@markthespeakerman.com
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