Service Excellence or just good old fashioned manners?

What is the hype about delivering good service?  Why are people being rewarded for providing good service?  Companies have “Service Excellence Awards” or “Most valued employee of the month” awards or even special incentives paid to employees who have distinguished themselves in the customer service delivery category.

Why? Because, excellent or even just good service became the exception and not the norm.  
Is it not good enough to be motivated anymore by the inner feel-good-about-the-assistance-I’m-giving-feeling or sending-the-customer-away-with-a-smile-on-his-face-attitude?

Is it also perhaps because employees and customers stopped saying thank you, resulting in most service delivery staff to go average instead of breathtaking when it comes to service delivery?

In my book, good service equals good old fashioned manners.  Manners we were supposed to have received from our parents, family and teachers.  Obvious mannerisms such as:

• Greet people in a friendly manner (without the grease, if you know what I mean!)
• Pay attention and listen attentively
• Try to assist people in need, or at least find someone who can

Some “employees of the month” recipients confirmed my belief that a sense of taking ownership and responsibility for their deeds was embedded in their upbringing from a young age.  They were taught the basics everyday – to greet people properly, to say thank you, please, excuse me, to pay attention, and most of all to be considerate. All taking place against the backdrop of assertiveness. Not aggressive nor a pushover.

Hence, a few tips in coming back to earth, brushing up on those manners and provide your customer with service that will make him go weak at the knees with appreciation (and not disgust):

• When greeting a customer or client to your business, imagine welcoming a dear friend into your home.  The key word here is hospitality – without the beer.
• Own the business in your mind and behavior - take responsibility.
• Don’t just think about what you can get out of the customer, but also what value you can add to his or her life (apart from the monetary value).  Think sustainable relationships.
• Try to connect with the customer by remembering his name and little bits of information you can use to make him feel special.  It is also highly appreciated and creates the WOW factor if you could come up with alternatives to his needs.
• As with all communication, be sincere.  Nothing is worse than a customer getting that feeling of being “sucked up” to. Remember the cartoons where the dollar signs appear in the eyes? It shows, believe me.
• LISTEN, LISTEN again and LISTEN some more.  It is incredible to see how people react if they know they are truly listened to. Rephrase the request to make double sure you understood. Ask questions and listen some more.
• However, listening alone does not suffice.  Respond in the appropriate way and provide feedback, even if it is not what they want to hear.  Give me an answer, never ever ignore me!
• Never shift the blame for poor service or give excuses all the time.  It might work once or twice but soon your reputation will suffer as a result. Be loyal to your employer and colleagues – I know it is difficult sometimes, but try.

Like many things in life, there is a flipside to this coin.  Is it not strange that people who are in service delivery positions sometimes forget that they are also customers somewhere else?  Perhaps if they consider more, they would deliver more.

Being a responsive, critical customer is equally important in ensuring good service delivery.  Unfortunately we have become too accustomed in accepting poor service as the norm that we complain to our friends and family who have no control over the situation. Wake up customer!  You have a responsibility to bring poor service to the people in control’s attention.  Yes, perhaps we do not want to take the trouble and become a pain, but perhaps you are doing someone a favour?

What if they do not polish up their act after your complaint?  Hit where it is felt hardest. Simply go to the competition (An adding insult to injury - let them know that you did!)

To quote Peter Cheales “Fail us, your clients, and we will …. shut you down”.

Until next time,