Everything you need to know about Great Customer Service

Great Customer Service means you are actively aware of the customer's needs, doing what can be done to address those needs and the needs that may come next, and not making the situation worse.

That's sure a mouthful.

I started my career on an 800 line for pension benefits. Someone decided to send out a tax update form with no instructions. Thousands or retirees who thought their monthly checks were on autopilot were suddenly faced with a form containing such friendly phrases as "this could result in inadequate withholding" and "this is not to be considered tax advice." Thing is, there was a new law that said retirees should be given the chance to update how much, if any, taxes were coming out of their pension checks. If they ignored the form, nothing would change. That was NOWHERE to be found in the letter and form.

That was a rough month. Taught me a lot about customer service too.

2009: Turning point in my life. You can read the details here, but short and not-so-sweet, my wife had a miscarriage in Disney World, at a Princess breakfast, with our 3 year old daughter there. NIGHTMARE SCENARIO!

• Hospital: nailed the medical care. TOTALLY fumbled the patient care/'customer service' with unprovoked prayer circles and dragging their feet on some medical stuff.
• Taxi Drive back to the hotel: "You know you can ask to get this refunded at the desk. Disney usually does that." He didn't need to say that. He didn't need to do any more than get us from the hospital to the hotel. This amazing guy went the extra step to help solve our next 'need.'
• Port Orleans French Quarter and Agata: Customer Service Home Run! What were our needs? My wife had to recover. We had to pass the time (2 days) till we went home. Our daughter was NOT going to appreciate being cooped up in a hotel room. Agata was on top of each one without asking. Paid the cab, got a golf cart to take us to our room, set us up with wifi, called my wife regularly for room service orders, and sent a care package of toys to our daughter. She made it possible for my wife to say "Sean, take G to the parks and I'll be ok here."

What to the tax form dude and hospital have in common? They accomplished their goals but didn't really consider the customer/patient. All boxes were checked...Good Job! Was there any thought to the people involved? No. It was CLEARLY about them, not 'us'.

Taxi driver and Agata? They read the situation, identified needs, and offered solutions. They'd have checked the boxes if he'd simply dropped us off and she'd offered a golf cart. But they knew they had the power to make a bad situation a bit easier, and they used it!

Here's the thing about great customer service: People will tell that story over and over, for years. Bad service? Someone may take to social media and complain for a day or two, but it fades. Nearly 20 years later I'm still singing the praises of some kid who was probably doing an internship rotation.

In your daily life you have opportunities to model this behavior. Gas light comes on? Fill the tank so you don't have to in the morning rush. Friends coming to hang on the patio? You make sure the chair cushions aren't wet. Boss needs information, which you know is going to lead to other questions.....you have those answers ready. Daily you're identifying your customer and doing what you can to deliver great service.

At work, even though I haven't worked with customers directly in years, I still view everyone who contacts me for help as a customer. I have to! I vividly recall one IT guy who was assigned to help me set up a server and navigate some complicated red tape. "Hey, what do I put in this field on the form?" Him: "X or Y". Me: "what's the difference?" Him: "That's up to you, it's your server." "But I don't know what either is." Him: "I can't really help you there. You have to choose X or Y. Did you reach out to the vendor?"

He did not see me as a customer.

Let's recap:

1. Great customer service is meeting the needs the customer has, the ones they don't know they'll have, and simply not making the situation worse.
2. It's really easy; just take note of how you treat yourself, friends, boss and prepare to meet their need.
3. Anyone asking for your help is your customer.

I've rambled enough. What do you think? Comment below!