03 May 2008

Is it time to bend over backwards for your customers?

Have you ever been into a business where they seem to read your mind? Just as you think a thought there is someone standing beside you with the exact item that you were thinking about. Or as you stand looking at shelf upon shelf of products, a knight in shining armour comes to your rescue and hands you the exact product that you need, with a smile on his face and twinkle in his eye.

These businesses are excellent but unfortunately, they are few and far between. If a family enters a restaurant with small children there is every chance that they will need a little assistance, but time after time I see them struggling to get seated and they have to ask the staff for this and for that, like they are the first family to ever dine in this restaurant.

Smart customer service is all about being one step ahead of your customers. Knowing the customer that well that you can meet their expectations without them even having to have to tell you what their expectations are.

Rather than waiting for the customer to make their requests try to think one step ahead of the customer as often as you can. If they have a lot of packages ask them if they would like them delivered or if they would like help taking them out to their car. If the customer is moving house and you are the removalists offer to give the customer a printed inventory of their products for the insurance company or offer to call the customers the day before the furniture will arrive.

If you run a clothing shop and a customer buys some clothes that will need modification offer to have the modifications done before the customers asks if you can do it.

Wherever possible try to predict your customers needs and make suggestions or recommendations that will prove useful to the customers.

2 thoughts on “Is it time to bend over backwards for your customers?”

  1. PS Doing Yoga sure helps with that old flexibility!!!!!

  2. Geoff Beck says:

    Hey Andrew, how does that guy keep his tie in place, yes that’s it,,,, it’s an ani-gravity tie!!!!

    Cheers Geoff

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