Little things that make a big difference

Little things that make a big difference

by | Aug 21, 2019 | Business Success, Customer service

As you may already realise by now, I am a stickler for customer service.

And I believe it’s the little things that make the big differences.

As Maya Angelou famously quoted:

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Think about how you leave people feeling in your business.  Are there any small changes that could make a big difference in how you make prospects and clients feel?

Customer service isn’t rocket science.  It really is the little things such as a smile, a handwritten note, or a follow up to see how they are.

We tend to spend time focusing on wooing our prospects to turn them into clients and a big failing is stopping this once they have purchased.  These people can become our best marketers if we continue to show we care about them.

Send a thank you card, email to see if they are happy with their purchase or send a client only special offer for a future purchase.

I’ve got a touchpoint checklist with some ideas to get you started thinking about how you can wow your prospects and clients.  You can download it here for free.

And here are a few examples that I have come across just recently.

Good customer service

Good customer service

Received a package on a low-cost item where they had included a small bag of sweets – nice touch.

Had an online chat to discuss a problem.  After the chat, I received a lovely email with the direct contact details for the person I had been chatting to so I could go to them directly if any further problems (no having to repeat the problem again which is so frustrating).

An order was messed up and after trying to find out what happened, the customer services chap gave me false information to try and fob me off (very bad customer service).  I emailed a complaint and with no further fuss I had the product delivered along with a full refund to apologise (they have now kept me as a customer)

After a long tiring drive to stay at a hotel, upon arrival the lady at the desk said she had heard there were long delays on the motorway.  She said she thought we would be tired so had gone to our room to draw the curtains and turn on the lamps so we could have a lie-down and a rest.  A small but hugely appreciated touch.

Bad customer service

Poor customer service

I paid next day delivery for an item which didn’t arrive.  I contacted the company to find out what had happened.  There was no apology but just a barrage of excuses that drivers get tired and sometimes deliver to the wrong address, can’t find properties in rural locations etc.  Yes, they said they would investigate where the item was but no refund on delivery cost and didn’t seem to care.  They have lost a long-standing customer.

At the same hotel mentioned above, upon coming downstairs in the morning, my husband and I both said good morning to the new lady on the desk, but she couldn’t be bothered to lift her head and smile. She only just muttered ‘morning’ whilst continuing to look at her mobile! This made us feel rather unwelcome.

I emailed to book an appointment with a health and beauty therapist, gave her the dates I was available, and she simply said: “no, can’t do those” in her reply.  No other dates suggested, no saying ‘unfortunately I’m booked up’ or ‘I’m so sorry I can’t fit you in’.  The message was so short and snappy I won’t be going to her again.

I purchased a product on an ongoing subscription.  It was something new and I was a little nervous about trying it as the retailer knew.  After my first purchase, the only time I heard from the retailer was to let me know my next month’s payment was due.  There was nothing wrong with the product, but I didn’t feel valued as a customer, or that they cared if I was getting on with the product of not, but that they were only interested in getting money out of me.  Their direct competitor has been in contact more than them and so I am now in the process of switching.

Does any of this resonate with you either as a seller or a buyer?

If you receive either good or bad customer service, take note of it.  If you receive bad customer service, are you guilty of this also?  Be honest with yourself.  If you receive good customer service, do you do this with your business or could you incorporate it in some way?

I’d love to hear any stories of your own that you may have so let me know in the comments below.

How to beat your competitors hands down

How to beat your competitors hands down

by | Aug 4, 2015 | Customer service

I believe I have found a way for you to beat your competitors in a guaranteed way.  This is just by delivering what you promise to do.  Simples!!

I never cease to be amazed by the appalling service that so many companies still think is acceptable.

Just this past week I have encountered the following:

Laura Ashley promising delivery within 3 working days and yet 10 days later still no order received.  Their customer service is non-existent with emails being ignored and a wholly incompetent customer service representative on the other end of the phone when I eventually got through.

I have booked flights with British Airways and encountered numerous problems on their site when trying to enter Advanced Passenger Information and reserve seats.  Again, emails ignored until I took to social media.  I then get an email telling me to follow the links on the website.  But they don’t work!  This was followed by no less than 8 failed attempts to speak to them by phone as after following the automated service it either went to a constantly engaged tone or cut off altogether.

I went to enquire about a new car from Nissan only for the salesperson to say he would email what they had and the prices.  Why?  I was there in the showroom potentially ready to buy.  Was it because I was a lone woman and he didn’t believe I was serious without a man by my side?  I emailed Nissan to complain about his attitude, got an automated response saying someone would be in touch within 48 hours and never heard from them again.  Appalling!

Finally, a dodgy estate agent who is lazy beyond belief waits until the last minute to negotiate with the vendor on items he promised to do on day one.  He then uses the cop out line that the vendors have changed their mind.  I have reason to believe he lied through his teeth to get the sale and was just too incompetent to do his job properly.  Suffice to say, when I come to sell in the future, this agent will be last on my list.

All of these instances I wish I could say were rare but are unfortunately all too common.  Tradesmen who don’t return calls, or who come and give an estimate never to be seen again.  If they don’t want the work, just say so.  Cleaners who come to the office full of promises of how good they are only to leave a half done job that has to be redone.  Financial advisors who promise information to be sent only for them to have to be chased continuously.

So if you want to beat your competitors hands down, try focusing on customer service.  At the very least do what you say you will.  And if you can go the extra mile, I bet those customers will be so impressed they will come back to you time and time again.

 

I am now going to start noting good and bad customer service and writing about examples of these.  If you have any of your own that you would like to share, please pop over and add them on the Facebook page.