Exceed the Customer’s Expectations…Every Time!

Joni

My husband and I recently went out of state on a vacation.  Even when we are not working I guess we are always thinking about it, or at least I do.

We went to several establishments while we were vacationing including restaurants, stores and other entertainment venues.  It made me start to really think about how different the levels of customer service are depending on where you are. 

We are from, (New York), everything is quick and fast, get in get out.  We go to a restaurant you are greeted immediately and before your butt hits the chair they are asking what you want to drink.  Everything moves along at a quick pace for the most part and your server generally checks on you to insure you are satisfied and all your needs are met.  

When I was vacationing I noticed when we walked in any establishment we were not greeted right away.  In fact at times it felt as though we were bothering them.  Once we were finally seated it seemed to take 10 minutes or more before someone actually came to the table to take a drink order.  After another 10 minutes to get your drinks you then gave your food order and received that 20-30 minutes later.  You better hope you don’t have a problem with your meal, because you won’t see your server again until you are taking your last bite. 

It really made me stop and think about the level of service we provide to our customers.  I don’t want our customers to ever feel as though we don’t care or they are not a priority.  What was most apparent to me is that you could tell the people who were local and used to the level of service and the ones from out of town who were not.

The bottom line, I don’t want any customer of mine to just expect poor service because that is what they are used to.  Andrew Gibson says there are three main levels of customer service.  They are the expected level, (the minimum quality level you can get away with and still say you did your job) the desired level, (the level your customer wishes you would give, even if it means you to go above and beyond every once and a while) and the unanticipated level, (the one in which you go above and beyond the call of duty, do a stellar job, make your customers incredibly happy and continue to do so).  Of course the unanticipated level could go the other way – but let’s keep things positive.

What level of service does your company provide?  My staff is trained to deliver the unanticipated level and we have processes and procedures in place to insure we are meeting those standards consistently.

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