What is your definition of customer service? What sets you apart from your competition? Do you offer the minimum or go the extra mile? Why am I asking all these questions?!
We are all faced with many choices, where to eat, shop, where to buy a car, which airlines to fly, the best home service contractor to use, the list is endless!
In the end, Customer Service is the one variable that keeps us coming back time and time again as consumers. As business owners it’s what sets us apart from our competitors.
Here’s a great example…
We have a client, an Italian restaurant, that we have been providing social media marketing to for a little over a year. This restaurant is a very popular, cozy establishment in a local neighborhood. A review came in on Yelp that wasn’t so favorable, a 2-star rating with an explanation. The reviewer was candid, yet polite in his remarks. The business owner was very disappointed in the review and the realization that his restaurant had not met the expectations of this customer. He quickly responded to the customer with a private email. He expressed his gratitude for input and asked for additional information from the reviewer to help further improve the customer service in his restaurant. The dialogue went back and forth a few times and all the reviewer’s grievances were aired and acknowledged. In the end, the reviewer went back onto Yelp and changed his 2-star review to a 5-star review! He shared in his new review, while his experience at dinner hadn’t met his expectations, “That sort of attention to customer appreciation is really pretty good as far as I’m concerned.”
The result of this interaction between a customer and a business owner was ideal! All it took was engagement with genuine concern for the customer’s experience. That, my friends, is Customer Service.