The primary ingredient in building relationships and delivering an exceptional customer service experience is caring. The more you and your team care, the more satisfied your customers will be. They will look to your company more often for the products, services and solutions they need and want. These same customers will also refer more business to you.
Take a moment to reflect on the last time you received an exceptional customer service experience from a company with which you chose to do business. Remember how pleasant your experience was, how satisfied you were, how good it felt and how the experience affected you in a positive way? I would predict that you are highly likely to do business with them again and to tell others about this amazing company.
Now, consider the last time you received a poor customer service experience, one that left you feeling unsatisfied, uncared for and unhappy. Left with this “bad taste in your mouth,” it’s equally easy to predict you will most likely not do business with them again and will tell your friends and family about this terrible company and the poor service you received.
Which of these experiences do you wish to give your customers?
The difference between an exceptional customer service experience and a poor one is the level of caring given to the customer by each person they come into contact with in the business.
As a business owner, your intention is to grow your company by retaining and attracting more and more customers. In turn, this allows your business to become increasingly profitable. What gives you the ability to take your company to new heights — to rank among the elite — is the experience you and your team provide to the customers who grace your company with their business.
To stand out in your business sector, to become the exceptional company with which people want to do business again and again, you must go to great lengths on a consistent basis to care deeply about the well-being of your customers. To accomplish this, you must first care deeply as the business owner.
Your caring will lead you to hire team members who also care deeply and you will treat your team with ongoing consideration and respect. They, in turn, will be happier at work and their happiness and satisfaction will position them to transfer this same experience to your customers. When these two things are in place, the customer is cared for to a greater degree than in companies where true caring is not promoted. Everyone wins in this environment. No one feels taken for granted or taken advantage of.
To stand out as a business that consistently meets the wants and needs of its customers, your team must be willing to effectively listen to, and then communicate with, customers in a caring way. Only by doing so can customers receive the products or services that best fit their needs and also work with your company to resolve any issues that stand in the way of their satisfaction. The key to your success lies in treating people the way you would want to be treated. And the one thing that makes this possible is truly caring about them.
Caring is expressed in both words and deeds. It is the direct byproduct of the attitudes and behaviors of the people that run your company. If you find that the level of caring put forth by you and your team has not been at the level necessary to deliver exceptional customer service experiences on a consistent basis, it would be wise to immediately seek out professional assistance to change this.
There are greater levels of happiness and success available to you, your team and the customers you serve. Effective coaching and training offer viable solutions that can help you position your company as one of the greats.
When you, as the business owner, truly care about people, you will position and run your company to be one that is driven to create happiness and satisfaction as well as profits.
When your team members feel truly cared for by you, they will pass that feeling along to your customers. In the end, your customers will care about you and your company and will do more business with you. With this, the caring that started with you comes full circle back to you. This is a powerful way to lead, and to do business.