The other morning I was taken aback as the owner of my favourite café was lamenting how poorly she felt after reading an ordinary review of her café on urbanspoon.com
She knew that it shouldn't have gotten her down but because she is so passionate about what she does every little niggle hurts.
This morning I was involved in one of those inane coffee shop discussions that you have.
"If you received a letter that offered you $1,000,000 if you turned up together in Paris at Noon on the 1st of July with the only other person that was randomly selected from somewhere else in the world. However you are not permitted to advertise for this person, what would you do?"
When was the last time you received a handwritten note in the mail? I mean in the lumpy mail that is inserted into your letter box rather than email that interrupts you when you should be doing something productive.
All I seem to receive in my mail box are pamphlets, bills, poorly addressed direct mail and invitations. Upon collecting the mail, I flick through them to see if any look interesting and if I see handwritten ink on the envelope I give them some extra attention. Unfortunately very few letters nowadays are sent to delight me.
Some people are saying that customer service is the pits these days. Just in case you haven't conceived of every method to further alienate your clientele, I noticed this article at Ezine and have taken some snippets from a list of ideas that are certain to drive customers away from your business.
If you want to better understand your customer then by getting to know a customers unique buying proposition (UBP), will often make the difference between satisfying your client and delighting your customer.
Customer service is more than just a procedure or a philosophy to follow. A true customer service rock star is excellent at what they do because they have a certain mindset in dealing with customers. If you want your company to offer service that wows your customers and makes them sing your praises, your staff need to have this mindset from the minute they're hired.