Well Done or Overdone?
A neck massage before a haircut. Free returns – no questions asked. The staff rushing to clean off the best table even though there are others available. A glass of wine with your pedicure. A mint on your pillow. Any product sample you’d like, to take home and try before you invest. The call to tell you that item you have been eyeing has gone on sale. An extra gig of data just for being a loyal customer. The bubble wrap from the back office when your child with sensory issues walks in to their establishment. The all-natural treat when you go through the teller line for your dog who has a sensitive stomach. A lender who sits at the social security office for a client who is out of the country so the process will be streamlined when he gets into town. A real estate closing attorney who goes to the hospital because the client just had a baby.
These are all great examples of excellent customer service. This is what most of us would consider a step above the masses. But what about calling customers back in a timely manner? What about setting proper expectations? What about actual communication? How about finishing the job and making sure the customer is happy? I don’t think most people would consider these to be acts that would win any awards. So why do so many companies practice these on a regular basis? Why is it that when we actually get a call back or someone to do what they say they’re going to do, we rejoice and shout it from the rooftops?
I don’t have the answer to this, but what I do know is that a lot of consumers will seek out and even pay more for not only a job well done, but a job “overdone.” They will frequent the establishments that not only treat them well when they are there, but the ones that make sure they know they are special. If you are in the people business – most of us are – what are you “overdoing” for you clients? I am amazed at the number of business (I use the term loosely) people who will answer their phones in meetings, consistently arrive late for appointments, constantly talk about themselves and their problems, don’t follow up, etc. You’ve probably heard the quote from the late Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Focus on the other person and their needs. If you can solve their problem, and do it well, they will not only pay for it, they will tell everyone else about you too.
How are you making people feel? I’d love to hear from you. Share some “overdone” customer service experiences you have had!
Michelle Froedge is a residential Realtor and Principal Broker in the Greater Nashville and Williamson County areas of Tennessee. “Mom” to four-legged fur babies, Tyler and Livvie, Auntie to Zelamie, she is a vegetarian and sings in her spare time. Michelle has lived in Nashville and Franklin since 1997 and has been selling homes since 2004.