“The New Normal.” We’ve been using that term a great deal. Nothing is the same as we knew it anymore. Nor is it near what we thought/hoped it would be.
What’s the new normal in customer service? Have you had to cut service in light of finances?
I’ll be honest. I expect great service. I don’t care what the economy has done to your business because, frankly, I’m still purchasing from you. I’ve chosen to spend my hard-earned dollars and give them to you in exchange from some good or service which you provide.
Getting great service doesn’t have to increase your cost. Sure, I know some places have reduced resources, but does that mean my business is any less valuable when I walk in the door? I sure hope not. Simple, low-cost things can make the difference between an experience being remembered as a good one: a smile, eye contact and some recognition.
I hope I provide guests with a great experience when they come to me for assistance. I don’t know if I do. I do know that how I approach my job or guests is the same now as it always was, maybe even better because I’m so grateful to still have a good job with a good company.
Although this patch in our economy has tempted everyone to cut costs, service should never be one of those costs. I believe it’s the best chance at survival. Great service (balanced with fair pricing) will keep customers coming to you and prepare you for success when your business starts to experience the economic upswing.
And now that “missteps” in customer service can end up in front of an audience of hundreds, thousands or millions, it’s even more important than ever to deliver a great experience every time. The flip side of that coin is that your customer base can swell if you wow someone. That, too, can end up in front of an audience of hundreds, thousands or millions.
I recently had a great experience with a Station Casino property, Red Rock. What made it a wow was that I didn’t really have a problem, just an inconvenience. I chose to vent my frustration within the 140-character limitation of Twitter. Not only were they listening, they answered and went over and above. Wow! In less than one workday, I went from whining to telling everyone (everyone online and offline) I could how phenomenal they were. I haven’t even stepped foot onto their resort and I am thrilled. Don’t we all want to create these types of experiences?