Over Deliver Always – No Really!
The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this, though, your team must be consistently adhering to your policies and procedures and be meeting your SLAs or it will never work. This one percent may seem small, but if you approach the customer experience transformation vision for your company with baby steps, you will benefit from huge returns over time. Remember, it’s not a sprint. Rather, it’s a marathon. Before you know it, you’ll be exceeding client expectations and cultivating more customer loyalty and generating more repeat business than ever before.
Avoid doing too much at once or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. By the end of a year, you’ll have improved more than 50%!
While rules and standards are necessary for growth, it’s key to always be flexible with your best customers. For instance, most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting. However, doing so generally restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers and consistency is the key to how you deliver it.
The bottom line is customers rely on you to deliver what you promise. If you spend too much on bulky advertising that promises more than you can deliver, even your best intentions will unravel quickly and you will fail. Focus on your vision and take baby steps to turn your satisfied customers into “Raving Fans“.
I hope you’ve learned a lot about superior customer service and how it’s essential to your overall success. If you need help with any of the steps we’ve gone through over the last four lessons try our GUIDED TOUR and get access to some of the best resources, tools and business elevation coaches available.
In upcoming posts we’re going to explore strategies of landing larger, ideal clients and how to make them customers for life. Until then, to your success!