This week's customer service skills lesson is about exceeding expectations. It's about going the
extra mile by engaging in superior customer service and being proactive with offering solutions so your customers will keep coming back. The company that focuses on, and trains with, the understanding that every interaction has the ability to be a positive memorable interaction is the company that will enjoy and benefit from far more return customers.
So if we agree that one person, one exchange at a time, has the ability to greatly influence that "moment of truth," then how big of a mistake would it be to place all of our beliefs in the success of individual understandings of what superior service looks like, let alone going the extra mile? For companies like Disney, exceeding guests' expectations is the standard call of duty for each cast member. They have been measuring the impact of their cast members' service on the guest experience for 40 years. They provide extensive training so their cast members can recognize and anticipate guests' needs through a comprehensive understanding of behavior standards. The cast member may simply work as a cashier in a gift shop, but his/her role is extremely important. A major part of their job is to analyze experiences from the guests' perspective and to pay close attention to what could enhance that experience to create a "wow." Exceeding the guests' expectations is not a random act- it's calculated and anticipated.
The difference between companies that often meet their customers' expectations and the company that often exceeds their customers' expectations is not by accident. This type of success can be credited to a living, unwavering culture within an organization that every employee understands, knows how to execute, and does so without question.
"The best of the best anticipate problems before they surface and prepare ahead. These are the moments people rarely forget." -John Murphy, author of The How of Wow!
Do you have what it takes to consistently go the extra mile? The answers to these 5 questions will help you to consider what steps you may need to take so that exceeding customers' expectations is on purpose and not by accident.
- Does the delivery of your service align with the cultural messages of your company?
- How confident are you that everyone in the organization understands what the delivery of superior customer service looks like?
- Do your customers rave about how you successfully and consistently recover from a negative experience?
- Do you hire employees that embrace the spirit to service others?
- Does your company proactively plan and anticipate problems before they arise, and are you quick to offer solutions?
Take a moment and remember a service exchange where someone exceeded your expectations and clearly went the extra mile for you. How did it feel? Isn't that the feeling that you want to replicate for your customers? I thought so.
