…focusing on the little things.
…making your customers say “wow!”
Oh sure, I got inspired to write this post because of a “little thing that was a big deal” kinda thing at my local Starbucks. And true enough, it was the kind of little thing that shouldn’t be a big thing, but because OUTSTANDING customer service is so rare, it became a big thing…and a blog post.
Thinking on this topic, I realized just how complacent most employees in joints like a coffee shop can get. Just people, doing their job, watching the clock. They aren’t responsible for the marketing, you see, so they don’t really care.
That’s not to say they aren’t nice people, who I am sure, more often than not, put in a good, hard day’s work. But they are complacent. They are prematurely satisfied. Just because.
And this is what leads to mediocrity. This is what separates most small businesses from the truly great, remarkable, “talked about by everyone” kind of enterprises…
So, I put together a short list of 5 things every business should do, every day, to fight off and kill complacency dead, dead, dead:
1. Ask at least one customer, each day, what you can do to make the customer experience better.
2. Thank a customer in a public way, each day. Do this on Twitter, your Facebook fan page, your blog…just do it somewhere public.
3. Over the course of any given day, you perform a multitude of administrative tasks. As you are doing them, examine them closely, and determine if there are ways to do them better, do them more efficiently, and do them faster, to save time…time that now can be focused on improving the customer experience.
4. Walk around your place of business. Is it presentable and clean? It is one thing to be unorganized to the point of charming. It is quite another to be dirty. New places are clean and shiny. Remarkable places STAY clean and shiny. Complacent places get dirty and run down…
5. Empower employees to do surprising things for customers. This, of course, makes the customer’s day. This also, of course, makes the employee’s day…
5.5. Don’t know any innovative ways to empower your employees? Let them come up with ideas. And reward them for being creative. And if they do something on the spot to wow a customer and haven’t necessarily cleared it with you beforehand? Don’t punish them. You will kill their spirit.
Just a few ideas. To be executed daily. What do you think? What did I miss?
[image by @gapingvoid]