Now before you jump up and down and move it all around I have to talk about my customer service experience in Houston Texas, USA, just over 1 year ago. It is important to stress that this blog is not about my amazing sales and management training (great though it was) it is about the deli whose mission was “we deliver” – and they sure did in everyway.
Now I am not a huge fan of strap lines, although I have one myself, what I am a fan of is how a business makes the strapline come to life. It’s easy to say ‘we deliver’ and then fail to do so, to this extent all businesses must not only believe in the importance of doing what they claim but more importantly behave as though they genuinely believe it.
This deli did exactly what they claimed and we kept going back day after day. Not only did they have a huge range of delicious lunch options including Sandwich number 5 and the Gargantuan, but their ordering process was simple and friendly, even asking us if we needed a little bit of paprika on the side, for me a little bit of tomato is all I need! Oh and yes they delivered with a smile and the obligatory ‘have a great day sir”. As an added extra the food was delicious and a delight to eat, all be it massive portions.
So where is the learning here, for me it is very simple, all businesses who strive for success must:
- Genuinely believe in what we do – live it and breath it!
- Put your customer at the heart of your business
- Make the process easy for all customers
- Offer what our customers want as well as need
- Offer alternatives and real solutions
- Deliver with a smile
- Never assume the customer is happy
- Measure happiness
So in the words of Lou Bega: You can’t run and you can’t hide, we must all go reach the sky!
All our training programmes help you to put your customers at the heart of your business, please check out our specific recruitment training programmes, especially the Problem Solving Consultant, and Essential Recruitment: Details are available on our website: http://www.acetpeople.co.uk/recruitment-training-courses/