It’s the Personal Touches that Wow

When looking to create customer service “wows” in your company, start by walking through your business from a customer’s perspective.  Identify what the customer expects from you at that moment and then see if you can come up with a way to exceed that expectation. Don’t over-think it.  Don’t think you have to spend a lot of money.

Enterprise Car-Rental is one company I like to do business with. Why?  Because the first time I ever walked into one of their stores, the lady working that morning reached over the counter to shake my hand.  She welcomed me to Enterprise, introduced herself and then offered to help.  WOW!  Zero cost, big impact.

Wows are not about bigger, better, shinier, faster.   Remember when air conditioning and colour TV’s were so new that hotels highlighted those features on billboards and neon signs?  (Some of those signs are still out there?!) They’re not wows anymore.

Bigger, better, shinier and faster quickly become commonplace.  It’s the personal touches, the moments that make your customers feel that you understand them, you get them, you care about their well-being, that create lasting wows.  Strive for those.

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To find out more about creating and implementing strong customer service strategies, please sign up for a free consult here, email me at lbarkman@servicedge.ca or call me at 204-995-5836.

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