Do you ever
notice how some people always seem get the best tables, the most
helpful sales people and that nobody ever messes up their order at the
drive through?
Is it just good karma? Or are they doing
something different than the rest of us who find ourselves dealing with
distracted desk clerks, surly wait staff, and always drive away without
enough ketchup for our fries.
People like to bemoan the dearth
of customer service in America, and as a consumer I have certainly
experienced my fair share of rude, poorly trained personnel.
But
other than writing a scathing letter to the CEO of We Can't Be Bothered
To Help You Inc., is there anything you can do to get better service
out there in the cold, cruel world of indifference?
It turns
out there is. Customer loyalty experts
Chip Bell and John Patterson,
two men who literally wrote the book on customer loyalty and service,
several in fact, use four techniques to get great service everywhere
they go. As two road warriors who spend much of their time in taxis,
they share how their four tips can get you a great ride every time:
·
Animate: Model the attitude you want. If you want a happy ride, get in
happy. Most riders are rushed and curt, so simply showing up with a
smile will differentiate you.
· Appreciate: Express gratitude
right up front. Start off saying, "Thank you for being my driver." This
sets the stage for a more professional interaction.
· Affirm:
After you've thanked your driver say, "Here's where I'm going; do you
know where that is?" And when the driver says yes, say "Terrific, I'm
dealing with a professional."
· Elevate: Raise the transaction to a partnership by saying, "I bet you've seen some incredible things as a driver."
After
years of being tossed around in back of cabs by noncommunicative
drivers who seemed oblivious that there was a paying customer in the
backseat, I tried the four tips, and they actually work. Two minutes of
conversation at the start of the ride transformed what was once a
meaningless, frequently unpleasant transaction into an experience that
put me in a better mood for the rest of the day.
Bell and
Patterson say they use a similar approach in restaurants, hotels and
even gas stations. Asking for the best server, praising people in
advance, and modeling the attitude they want back has gotten them
better meals, cleaner rooms, and even eager-to-please taxi drivers.
In
their new book, "Take Their Breath Away: How Value-Unique Service
Creates Devoted Customers in Times When Value-Added Costs Too Much"
(www.taketheirbreathaway.com),
Bell and Patterson show leaders how they can improve customer loyalty
by becoming more imaginative and creating unexpected "whoas" from their
customers.
CEO hint: If you're surly and uncommunicative, that's exactly how your people are going to treat the customers.
But
until all the big bosses decide to read the book, I guess we consumers
will just have to take charge. If companies are too short-sighted to
train their people how to approach us, we'll have to show them how we
want it done.
Hi, I'm Lisa, I'll be your customer today, and I'm just delighted that you'll be serving me.
