I met an exceptional customer service person in Joe Bill, the driver of a bus I recently took on a trip. After safety, Joe’s priority is to do everything within his power to make the trip pleasant for those on the bus. To that end, he always puts down the additional step for getting on and off the bus. He stands by the door and offers assistance entering and departing. He holds an umbrella to keep passengers dry from the rain. He places a basket of candies at the front of the bus and encourages passengers to take whatever amount they desire. He hunts for seasonal décor pieces so that passengers may easily identify the bus.
He trumps all these efforts with his sunshiny attitude. He always smiles, offers a laugh, and has a kind word. His caring is felt by all who ride his bus. He enjoys talking with them and finding out more about each one. He gets to know them individually.
Customer service comes from within the individual, but like every action is nurtured and developed by repetition and reinforcement that come from the individual, customers, and management. Joe receives internal reinforcement from helping people. He loves interacting with them. Their smiles and conversation prompt him to repeat what he does because their responses make him feel good, and that motivates Joe to give even more exceptional service.
These customer reactions to Joe are not intended to reinforce his behavior; they are merely human interactions. However, customers can take purposeful steps to reinforce exceptional customer service. A friend of mine shared how she did this. She had stopped at a florist to purchase a jade plant as a housewarming gift. As she was checking out, the employee asked if the plant was a gift. “Yes, “she replied. “Jade plants represent good fortune. That’s why I’m giving it as a housewarming gift.”
“Would you like me to dress it up for you?” the employee inquired.
“If you like,” my friend responded, hesitantly. She wasn’t certain what the employee was planning to do, if it would cost additional money, and how long it would take.
The employee expertly wrapped a bow around the plant, placed it in a nice bag, and stuffed colored tissue around it. “Now it is wrapped,” the employee stated as she handed the bag to my friend.
“How much do I owe you for that?” my friend wondered.
“Nothing,” the employee returned, smiling.
“Wow!” my friend exclaimed. “Thank you. I appreciate your extra effort and your help in making my gift look good. This is great! From now on, I am coming here for all my gifts. You have gotten a customer for life.”
After telling me this story, my friend reiterated that in the future she was going to that florist for every gift. In addition to reinforcing the employee’s actions immediately, she also was spreading her enthusiasm about the employee and the business.
While my friend took it upon herself to talk about this experience, customers can be encouraged by managers to reinforce excellent service. Managers can set up programs that do so. They can celebrate unsolicited customer compliments to the individual in particular and also the entire staff. These actions underscore the importance of exceptional customer service and create a culture which thrives on it.
How do you celebrate exceptional customer service?
This week's marketing trivia challenge is Give an example of exceptional customer service that you have rewarded, either as an employer or a customer. E-mail me your answer.
He trumps all these efforts with his sunshiny attitude. He always smiles, offers a laugh, and has a kind word. His caring is felt by all who ride his bus. He enjoys talking with them and finding out more about each one. He gets to know them individually.
Customer service comes from within the individual, but like every action is nurtured and developed by repetition and reinforcement that come from the individual, customers, and management. Joe receives internal reinforcement from helping people. He loves interacting with them. Their smiles and conversation prompt him to repeat what he does because their responses make him feel good, and that motivates Joe to give even more exceptional service.
These customer reactions to Joe are not intended to reinforce his behavior; they are merely human interactions. However, customers can take purposeful steps to reinforce exceptional customer service. A friend of mine shared how she did this. She had stopped at a florist to purchase a jade plant as a housewarming gift. As she was checking out, the employee asked if the plant was a gift. “Yes, “she replied. “Jade plants represent good fortune. That’s why I’m giving it as a housewarming gift.”
“Would you like me to dress it up for you?” the employee inquired.
“If you like,” my friend responded, hesitantly. She wasn’t certain what the employee was planning to do, if it would cost additional money, and how long it would take.
The employee expertly wrapped a bow around the plant, placed it in a nice bag, and stuffed colored tissue around it. “Now it is wrapped,” the employee stated as she handed the bag to my friend.
“How much do I owe you for that?” my friend wondered.
“Nothing,” the employee returned, smiling.
“Wow!” my friend exclaimed. “Thank you. I appreciate your extra effort and your help in making my gift look good. This is great! From now on, I am coming here for all my gifts. You have gotten a customer for life.”
After telling me this story, my friend reiterated that in the future she was going to that florist for every gift. In addition to reinforcing the employee’s actions immediately, she also was spreading her enthusiasm about the employee and the business.
While my friend took it upon herself to talk about this experience, customers can be encouraged by managers to reinforce excellent service. Managers can set up programs that do so. They can celebrate unsolicited customer compliments to the individual in particular and also the entire staff. These actions underscore the importance of exceptional customer service and create a culture which thrives on it.
How do you celebrate exceptional customer service?
This week's marketing trivia challenge is Give an example of exceptional customer service that you have rewarded, either as an employer or a customer. E-mail me your answer.
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