Chapter 1: Owning Your Customers Flashcards
Most companies simply rent their customers, by which I mean that
Their customers are loyal to them until another company comes along that offers the same product or service, but with a different style, manner, and kind of customer service
The companies that own their customers practice these values from top to bottom in their organization
Dignity, respect, courtesy, kindness
The way you treat your employees will be the way they treat their
Customers
The companies that own their customers know
What it is their customer wants
Great customer service comes only as the result of
Great customer knowledge
Customer service experience comes in three flavours
Dissatisfaction, satisfication, loyalty
Success via values and focus on service should be a
Never ending quest
When the focus is constantly on values, employees, and customers,
Success is virtually guaranteed
Poor quality leads to
Ultimate failure
It makes no difference how you serve it up. Poor quality equals
Failure
Good quality with indifference can equal
Success. People will tolerate indifference for an outstanding product or service.
Quality plus kindness equals
Ownership
The companies that do their jobs and add value to their process will
Own their customers
The customer will leave for
The company with values
Indifference is the service killer
The number one reason that customers vow never ti return to a specific place of service is due ti an attitude of indifference.
The company is the person the
Customer is dealing with. . . At that moment
Companies that own their customers focus on
Zero infifference
Service is about eliminating indifference
Not problems
One of the keys to great service was to
Have the right employees, employees who reflect the same values that are at the core of the company
Companies offering value-based customer service move
Quickly to correct hiring mistakes
I don’t want an order taken by someone who
Won’t acknowledge my presence
I don’t want to be
Ignored
I don’t want to have trouble getting someone to talk to
Either on the phone or I need person
I don’t want to wonder what is being done when
I need help
I don’t want to be left on
Hold for long periods of time
I don’t want to have to ask someone
Whether he or she is listening
I don’t want to constantly have to ask the person
What he or she said
Make living your life with absolute integrity and kindness your first priority
Put others first whenever possible. Be genuinely interested in thrives of other people.
Look customers in the eye and really
Focus on what theyre saying. Care about them as individuals.
Thank your customers and ask
Them about their day
Stand out from the
Crowd
