It's obvious. Isn't it?
Published: Mon, 06/24/13
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| I had to call the help line. My little brain just couldn't work it out. It was particularly frustrating as I'm supposed to be the one who likes self assembly and is actually quite good at it! No fear, the Bath Store have a help line. It's a free phone number, printed on the front of their guide and it's there for 'any questions'. So I called, pressed 2 and was put through to technical support. I explained what I'd bought, what I thought was the challenge with their instructions and awaited their sage advice. 'It's obvious. Isn't it?', was not the advice I expected but that's what I heard. You can imagine the rest of this conversation so I'll just skip straight to the point. Your obvious is not your customers obvious. I remember researching Disney for my book Five Star Service and heard how they responded to the question: 'What time will the 3 o'clock parade start?' You won't be surprised to know that Disney Cast Members aren't taught to say, 'It's obvious. Isn't it?'. They say, 'The 3 o'clock parade will start right on time at three. May I suggest an excellent place to stand where you'll get a great view.' Your obvious is not your customers obvious. So I'm certain I will be going back to Disney World but I'm not sure I will be going back to Bath Store. Customer Service. It's obvious. Isn't it? Be Brilliant! Michael PS Just for fun, take a look at how David Homes makes flights with South West Airlines even more special: http://www.youtube.com/watch?v=DYA_ivyj3kE |
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| In 'Start the Wow Now!' Michael guides you through the key components that make up Five Star Service. Filled with tools and techniques that you can easily implement, this is guaranteed to create a real buzz in the office and take your business to the next level. Just a few things you will learn: - Who your competition are? You'll be surprised! - Why doing a good job is no longer good enough? - How to adopt a pro-active Heads Up approach - That some of the very best customer service ideas cost little or nothing at all - Wee Wow's: the small actions that make a BIG difference - Why you need to be aware of the Silent Customer? - Mistakes to avoid when speaking to customers |
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