This company knows how to do it! Just one glance at that distinctive turquoise packaging and your heart starts beating and you catch your breath. This photo is the loot I scored from a shopping spree in NYC and let me tell you, I still thrill when I think of the experience! From the moment I unwrapped the box containing my $1000 gift card, to the joy of picking out my jewelry, every element shouted “Christy, you’re special”! That’s Tiffany. And thanks Arbonne for one of the most memorable experiences in my working life! 🙂
What I experienced at the New York City flagship was the embodiment of Exceptional Customer Service. According to Kristin Anderson and Ron Zemke and their book, Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
Reliability: Reliability is the ability to provide what was promised in a consistent way. One of the most successful restauranteurs in Northern California once told me that consistency is the one thing customers need more than anything. He went so far as to say you can be consistently bad or consistently good. It didn’t really matter. What did matter was that the customer knew what to expect.
Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. When your clients come to you are they assured of your competence? Assurance means your team knows all about your products. They are expert problem solvers and the dreaded words “I don’t know” are never spoken without the rejoinder, “but I’ll find out”. Assurance is a hallmark of a professional. Make sure your staff are empowered to engage with assurance.
Tangibles: This includes your physical facilities and equipment, along with the appearance of your staff. Take a break and walk outside your office. Is the entrance bright and enviting? Is the walkway clean with a cheerful flower pot inviting in your customers? Is your signage fresh and clear? What does your office decor say about your company? Is it tired with worn out french blue and mauve colors with a dusty fake tree stuck in the corner? Or is it sparkling clean with up to date colors and style? These seem like minor issues until you realize that first impressions not only happen with people but with property as well. You have 7 seconds to make a positive impression. Is an out-of-date office sabotaging your expensive marketing campaigns? If so, it’s time to make a change.
And how about the appearance of your staff? The dentist I take my children to is not the least expensive in town, in fact, I think he may be the most expensive. But I love him and I love his staff. Every 6 months the dentist purchases fresh new, stylish uniforms for his team. I know that may seem wasteful, but the smiling faces of his staff and positive atmosphere of the office shout out they feel valued and want to value us. As a bonus, the professional presentation sets the stage for the excellent dentistry to follow.
Empathy: The degree of caring and individual attention provided to customers – acknowledging their emotional state. Take a minute to watch this shot video by RSA Shorts and Dr. Brene Brown. I think you’ll agree it’s the best explanation I’ve ever seen of what exactly is empathy: RSA Shorts – The Power of Empathy
Responsiveness: The willingness to help customers and provide prompt service. Don’t you just love it when a message is returned the same day you left it? Our culture has gotten so lax in this area, it’s a good reminder that you can put yourself ahead of the competition with this one discipline.
Question: How are you and your team doing in the area of customer service? What are you doing right? What needs improvement? Please leave your comments below..