Now before you switch off and read no further I have to explain my experience with customer service this week which fell very short of being exceptional.
Recently we took our van to a garage to get some work done, I had, as I usually do, a list a mile long of jobs to be completed. There were the usual smiles, helpful suggestions and a big welcome back Mr Carr – not sure I wanted that one, it costs money every time I turn up!
So what was the problem I hear you ask, is this the ramblings of a disgruntled trainer? Well actually it is, but more importantly it is a lesson we can all benefit from as service providers and relationship builders.
So, did they do the work, you ask? Yes they did, so what’s the problem, they delivered and ticked all the boxes. My issue is not that they completed that tasks it is that the final result did not wow me, in fact it made me rather cross.
So where did it go wrong? On collection the van was filthy and there were sticky bits all over the floor, even worse the window blind was stuck fast, due to sealant having been spilt all over it.
For me the phrase it’s all in the delivery stupid! Is the lesson I have taken form this, let’s say not the physical delivery itself, nor even the ‘being nice to the customer’ bit, but it has to be about the manner and quality of the work being delivered – for me that is the reality of the delivery, the tidying up, checking and measurement.
I genuinely feel that this is an important point for all service providers who want to build long term relationships, our focus should not simply on ticking the ‘customer service’ box – but the on the attitude and follow up that goes with it. Striving for a quality, ‘right first time’ approach in everything we do is essential, a service where the customer genuinely does matter and e very aware of delivering mediocrity.
Will I go back? Reluctantly, but I will definitely try somewhere else as well. Will I tell people about my experience, (oh I just have).
So in summary what have I learnt?
1. Customer care is not simply a tick box exercise; it is an accountable and proactive mindset.
2. We must all demonstrate to our customer that at all times they really matter.
3. Avoid over promising and under delivering.
4. Focus on quality of delivery not quantity of approach.
5. Don’t leave loose ends always follow up.
6. Don’t assume the customer is happy, check it out and listen to them.
To know more about this topic please check out our recruitment specific training programmes, especially the Proactive Calling – Energiser and Essential Recruitment courses. Both of these are on our website: Recruitment Training Courses