Are you the Exception in Delivering Exceptional Service? If not, read the how to tips & benefits.

Today’s customers are irritated by the lack of exceptional customer service they receive in their day to day business interactions.  Ensure your brand is standing out from the norm and be certain to invest in your team’s development to deliver exceptional levels of service.  Too many companies spend the majority of their training dollars on their standard operating procedures and that only gets them mediocrity when it comes to their levels of service delivery.

Be certain your team impresses your customers with their service levels so they become brand evangelists. They’ll be so impressed with your service experience they’ll be compelled to come back to do business with you more often! 

So where to begin?  Train your team to be experiential with their service delivery:

Be ‘in the moment’. Every word spoken and action conveyed has to be delivered on what is happening in real time.  Say good morning/afternoon/evening and not simply hello.  Share body language and comments to convey the situation; happy, empathic, concerned, grateful etc.

1. Win them at hello. Every conversation has to start with a greeting not a statement or a question. Let’s get back to basics.  “Can I help you?” is not a greeting.  “How are you guys doing?” is not a greeting.  Be sincere and not mechanical when greeting your customers.
2. Make an emotional connection. Don’t just talk; engage. Use their name, share small talk, remember their preferences, act on their unexpressed needs. Give them a reason to remember how you made them feel.
3. Romance the item. Whether selling a product, service, menu item, corporate contract, financial advice—share the necessary knowledge for them to get the maximum value from the item. Speak in words that share the benefit to them.   
4. Take ownership of interaction. Be willing to complete the experience from beginning to end. Be adaptable and flexible with the customer’s best interest in mind.
5. Close with the invitation. The last words spoken are the first words remembered when your customers think of your brand.  Are you inviting them to return? Are you thanking them for their business?  Are you making them feel valued and appreciated or simply saying good bye?
6. Follow up. Reconnecting with customers with social intent opposed to a sales pitch creates sustainable relationships.

So what’s the benefit to your business when they embrace the experience you deliver?

1. Attracts customers to want to do business with you.
2. Your customers become loyal and want to return more often.
3. They don’t question paying your fee or price because they experience the value.
4. They’re interested in buying more from you.
5. They’ll want to tell others about the experience and encourage them to try you.
6. They’ll have no interest in trying your completion because there’s no reason to.
7. They’ll be your brand evangelist!

You can be the greatest business in the world but if you’re not connecting with your customers on an emotional level, eventually they’re going to leave you to do business elsewhere for a better overall experience.  It’s not a question of ‘if’; it’s a question of ‘when’.  Ensure your team is the exception and consistently delivers exceptional service that guarantees your customers loyalty