To continually improve ourselves and our service, we are completing a series of professional development workshops, facilitated by Jim Roddy, from the Retail Solutions Providers Association.
The first series is centered on Customer Service. In the last session, we read the book, Raving Fans, A Revolutionary Approach to Customer Service, by Ken Blanchard and Sheldon Bowes.
I thought I would share some of the highlights of this book to share with our customers:
- A satisfied customer doesn’t count these days. You have to create raving fans to be successful.
- If you get up in the morning expecting to have a bad day, you’ll rarely disappoint yourself. Stop complaining! Differentiate yourself from your competition. Don’t be a duck. Be an Eagle. Ducks quack and complain. Eagles soar above the crowd.
- Satisfied customers aren’t good enough
- Silence is a message and usually it’s not a good one! And if people say “fine” that is a problem too.
- Raving Fan Service. Allow employees to use their own initiative to look after customer needs.
- Decide what you want – then create the vision of perfection based on the customer – centered on the moment the customer uses the product (service, etc.)
- It’s not really customers and company. It’s not even customers and employees. It’s just people and people. People arrive with needs and people go out and serve them to fulfill those needs. People need to feel they are important – in what they do, think and say.
Creating Raving Fans means truly caring about the customer.
And our customers are people – not a number, not an account, not a company. And I think, if you have worked with any one of our staff, you will know that we actually care – just take a look at this guy!