Providing Great Customer Service

Written by Mike McMullin

Entire volumes have been written on the topic of providing excellent customer service. Certain authors and speakers have made a fortune from the guidance they provide on the topic. Week long seminars have been painstakingly planned with experts casting their pearls of wisdom into the audience.

So, here is my most humble contribution to the subject. Consider this a “Cliffs Notes” version on the topic from someone who worked in the customer service department of a nationally known home builder for 24 years.

1. Let all employees at every level know what you expect when it comes to dealing with customers and don’t compromise. Be sure to define your customers as external (the ultimate person paying for your goods or services) and as internal (employees, co-workers and contractors). Emphasize this during the hiring process and repeatedly during evaluations and company meetings. Your people and their approach to dealing with customers is what truly differentiates you from your competition.
2. Never tolerate an employee who treats your customers and employees poorly. This is especially true for a manager or a company leader. If you have coached them and tried to get them to embrace the customer service philosophy, but they just won’t, then they need to go. They are a cancer within an organization.
3. Always be present and patient when communicating with a customer. Take care to avoid distractions. Be sincere and friendly. Smile and look them in the eyes.
4. Be patient and remember that a customer is never an interruption…they are the reason you have a job.
5. The customer may not always be right, but they will always perceive themselves to be right. Never challenge a customer or make them feel stupid.
6. The customer is not the enemy.
7. Write it down. Do what you say you’re going to do when you say you’re going to do it, and if you can’t then tell them and give them a new date. Be realistic with the expectations you set and never over-commit just to try and make someone happy.
8. Apologize when you drop the ball, because we all do at times. Never blow off or ghost a customer. When you screw up, confront the customer straight away. Not apologizing for a missed deadline or appointment doesn’t make the matter go away. Many customers will suffer in silence and not complain to you, but their silence is not a get out of jail card for you. They’re probably complaining to others about you.
9. Build an excellent product and deliver an excellent service and experience, so you never have to repair your relationship.
10. The best way to ensure your customers are treated like VIPs is to treat your employees like VIPs. The customer comes second. Treat your employees well and they will treat the customers well.

Whereas I could have written manifestos on each of these points listed, they will have to stand on their own and hopefully give you some food for thought.