Regular readers know I love brilliant customer service.
I wrote a book on it.
I’ve trained over 100,000 people on how to deliver it.
I've consulted with some of the best organisations in the world on how to create it.
And you know how much I avoid negativity.
What the heck has happened to 5 Star Service?
Last weekend Christine and I travelled to London. You’d think high street retail would be delighted to have shoppers come through their doors, ready to spend.
Nope.
If you're a retailer have a word with your staff and tell them that a smile and a ‘good morning’ goes a long way when somebody walks into your store.
Train journeys are taking longer.
And the prices have gone through the roof.
But that doesn't stop some crew members on our train from taking pleasure in reprimanding passengers for putting their bags in the wrong place or questioning the possibility of a vacant seat.
Royal Mail used to be pretty good. Now, even paying for next day delivery doesn't seem to ensure your package arrives on time.
And if you do make a claim, they add countless hoops and hurdles to put you off claiming the £11.50 you're due.
That's the Victor Meldrew bit over.
And take a look at this as a brilliant opportunity.
If customer service is getting worse, just think how much you will stand out by being better?
When a customer leaves because of bad service they rarely tell the supplier.
When a customer stays because of good service they rarely tell anyone.
Sorry. It's called getting what you paid for.
But, when you craft 5 Star Customer experiences not only do you build amazing loyalty, but you also create raving fans.
And they talk.
Let's finish this on a positive. I'd love to know who is providing brilliant levels of service.
Leave your comments here and I'll send a copy of my bestselling book - 5 Star Service to our favourite contributor.
