One of the first things that you really should concern yourself with as a new employee is how you provide service to your client. I know this can be seen as a two-way street; as most of us spend numerous hours when we are not working, spending our hard-earned money as consumers. Don’t let what you experience become the example of providing service. Set your own bar, and set it high! Good customer service can be defined by the number of returning customers to your business, and the number of friends they tell of your exceptional service. That is one of the big things you wish to be known for: EXCEPTIONAL CUSTOMER SERVICE!
Over the next number of weeks; I will make various suggestions on how you can look to get ahead in your new career- but this is really the place to begin. Alot of companies think it is okay to hire someone, then let them loose on their clients without giving them a session on WHAT the new standards are; and why THEY care about the bottom line and the people who keep it in the BLACK. Ask yourself “What really sets this company apart from all the competitors; and what are they doing different from everyone else?” Remember, if you have set yourself up properly, (Mastering the fine art of The Service) and observed both the exceptional and the not-so-exceptional “at work” you are already part way to success.
The customer is the reason you are in business, not the other way around- so use that as you move forward. Study the manuals, know your product and learn as much information as possible about competing brands, and all the alternatives on the market. Then each morning ask yourself “How badly do I want this; Am I ready to make a difference in both the name of myself and my company?”- realize that as a paid-member of your company culture, its up to you to make your name synonymous with the employers, almost as if you are a “married couple” OR when a client thinks of who they should deal with for a major purchase from their key supplier- your face should immediately come to mind. If it doesn’t, figure out what you need to do to put it there!
Customer Service is not an exact science, and I used to train people to think in that manner. Good Service is a certain percent knowledge, a certain percent personality, and a certain percent luck (being in the right spot at the right time and being able to take full advantage of the opportunity); and based on that formula- you have control over 2/3 of the formula- Its all up to you. Spend off-hours observing how others work, and think of a way to improve on what you have seen.
Every customer/client must be treated like they are your first for the day. They really don’t care about your family life, how indebted you are to the bank, or where you spent your last vacation: All they want is what you can provide right here and right now. Please leave all the attitude and negative emotions at home; they don’t help in a successful business transaction. If you wish to be looked upon as the Best at what you do/provide- then OWN IT and make it your lifestyle 24/7, because you never know where the next big deal will come from; and you need to be prepared to fill that need.
I could go on with this one topic; but being successful is so much more than Customer Service; but if I had to construct the perfect employee, I definitely would give them a fair percentage of this fading formula.
Let me know what sets you apart from others in your field; and why you think your method of serving customers is the best on the market. Better yet, give me some examples of “poor customer service” and what you learned from the experience. Best examples of both will be discussed here in the coming weeks.
Until next week- Be Honest, Fair and Responsible; everything else should take care of itself and have fun at what you do!
Have an exceptional week…
I AM The Sourcers Apprentice™
Daniel J. Smith