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What takes you from ordinary to extraordinary?

Colin Thompson

Managing Partner Cavendish/Author/International Speaker/Mentor/Partner

发布日期: 2022年9月30日

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"The difference between ordinary and extraordinary is that little extra."

- Orison Swett Marden

Here are 7 steps that make the difference:

Warm and friendly responses. When customers meet you or your staff face to face, or speak to you on the telephone, they want to feel that you're pleased to see them and happy to help. For example - It's not so important what you say when you answer the telephone but more important how you say it.
They want to feel important. They know that you've lots of other customers and guests, but they just love it when you make them feel special.
To be listened to. Listening is probably the most important skill to develop when dealing with customers. It's been said that people are either speaking or waiting to speak. In order to build rapport with customers it's important to listen and show that you're listening. People like good listeners; listening gives you information and indicates to the customer that you're interested in them and value what they say..
Someone to know their name. A person’s name is one of the sweetest sounds they'll ever hear. If you use a customer’s name when you talk to them, it indicates that you recognise them as an individual. Don't use it too often as it can become irritating, but definitely at the start and the end of a conversation.
Flexibility. Customers hate to hear the word ‘No' or ‘It can't be done.' It's not always possible to say ‘Yes' to a customer or do exactly what they want; however, it's important to be as flexible as you can. Tell customers what you can do, not what you can't.
Fast recovery when something goes wrong. When things go wrong, customers want you to solve their problems quickly. They don't want to hear excuses or who's to blame, or why it happened, they just want it fixed fast.
Customers will often judge the quality of your service by the way you recover. They will even forgive your mistakes if you recover well.

They want to feel good. Overall, customers just want to feel good. They want to feel better after they've dealt with you or anyone in your business, than they did before. If you can create that feeling, then you're well on the way to giving your customers extraordinary service. Customers are internal and external so treat your fellow colleague the same way you would treat an external customer.

Business life is no different to your personal life, so treat your fellow person with respect.

Remember- the difference between Ordinary and Extraordinary is just that little bit extra.