#10 – Thou shalt not covet thy competitors’ service process.
Okay, so these aren’t actually commandments of great customer service – I just thought they’d make for an interesting lead-in! But if you’re looking for a basic set of rules to help your company deliver shareworthy service, here’s a quick list you should read for yourself and then share with your staff (for added dramatic effect, you can wear a robe and stand on your desk):
- Know who is boss.
Never forget that your customers pay your salary.
- Be a good listener.
Do you know what three things are most important to each of your clients? Take the time to ask and give your clients your undivided attention. Above all else, never make assumptions.
- Identify and anticipate needs.
Your clients don’t buy staffing/recruiting services – they buy good feelings and solutions to their workforce challenges. Communicate with clients regularly so that you are aware of potential problems or upcoming needs.
- Make customers feel important and appreciated.
Thank clients frequently. Customers value sincerity – they know whether or not you really care about them!
- Help customers understand your systems.
Otherwise, your “great” service systems may wind up making clients confused, impatient and angry.
- Appreciate the power of “Yes.”
Look for ways to make doing business with you easier.
- Know how to apologize.
Service recovery is essential to your long-term success. When something goes wrong, apologize and find a way to make it right.
- Give more than expected.
Find ways to elevate yourself above the competition. For example, follow-up and thank prospects, even when they don’t buy from you.
- Get regular feedback.
Provide an easy way for clients to tell you how you could improve your service.
- Treat employees well.
Employees are your internal customers – they deserve great customer service, too.
I’ve condensed these Ten Commandments of Great Customer Service for the purposes of this post, but you can access the full article here.