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How To Improve Customer Service
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Article 7: Never Assume
A scruffily dressed man recently walked into a franchised Data Doctors Computer Services store wanting to get data recovered from a crashed hard drive. Judging solely by the man’s appearance, an employee gave him minimal attention. Fortunately the manager was nearby and recovered the sale.
It turned out that the customer represented a large software company, and the good service he ultimately received has already resulted in several thousand dollars of additional computer repairs.
Data Doctors president Ken Colburn tells the story to illustrate that every customer deserves your best service. “You just don’t know who the customer is and what the additional opportunities are from serving one customer,” he says. “You don’t make assumptions as to whether someone can afford the service.”
The same philosophy applies when a person is “just looking.” Quality service may bring that person back as a customer later.
I was recently window shopping on a hot day and wandered into a bath products shop to get out of the heat. The clerks promptly greeted me, and when I said I was just looking, they still invited me to get a cup of cold lemonade and a cookie from a table at the back of the shop. I will definitely go back to buy.
My real estate agent Janis has taken that attitude to a high art. Friends of mine want to move to the city where I live, but it may be several years before they can relocate. Even knowing that, Janis shows them houses every time they visit. Just who do you think they’ll call when they’re ready to move?
The moral of the story? Provide consistent excellent service, even when it seems the person can’t afford what you’re selling or isn’t ready to buy now.
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