We often talk in this newsletter about the paramount importance of serving the client. And our BreakThrough Mentorship Program teaches a marketing system that's based entirely around the idea of serving ... versus "selling." So, I'm always thinking about the whole issue of service.
When it comes to producing the results the customer, client or patient is looking for, I think you have to be "all in" in terms of your commitment, even if helping them get those results doesn't directly benefit you.
You go the extra mile, delighting people with your dedication and persistence. They come first. You do what's best for them. And you do all you can do. That's how I see it.
So, it drives me absolutely batty when businesspeople not only fail to give good service, but seem as if they can't be bothered to serve their customers or clients!
If the need goes beyond something that can be routinely handled, it presents too much of a hassle to deal with. The attitude is "It's not my problem." How crazy is that?
For example, it could be that a service provider can't help the person with what they need, but rather than helping them find someone who can assist them, they leave the person hanging.
Or take an example from retail. The person doesn't know what they have in stock, but rather than check their back room or other stores ... or even check with competitors to see if they might have what you need ... they just say,
"No, we don't have it."
And how often does it happen that people don't get back to you and leave you wondering where things stand? In this day and age, you should be able to get back to people routinely within 24 hours and more like four hours in most cases.
We all fall short at times, and we certainly don't want to represent our own efforts as perfect by any stretch, but when you don't even start out with the intention of doing all you can, what does that say about you or the enterprise you represent?
Not only is giving the client your ALL the right thing to do from a human point of view, it's an essential thing to do from a business perspective. It's what differentiates you from the herd. It's what makes you stand out. Plus, it feels really good to provide great value and be of real service. How miserable life must be if you see customers and clients as a bother.
Do people rave about you?
That should be your goal ... for people to be so delighted with you and your service that they just have to tell other people about it. There's nothing better than an enthusiastic referral from a delighted client.
If they do enthusiastically sing your praises, what is it they rave about? What makes you stand out? What makes you special? How do you wow people?
Is it your accessibility, your responsiveness, your willingness to go the extra mile, your persistence, your patience and cheerfulness, your creativity, your dedication, your caring, your thoughtfulness, the way you provide connections?
Is it your reliability, the fact that people can count on you, your integrity, your honesty, your professionalism, how easy you make it to do business with you?
