What a toddler can teach us about customer service.

Tyra’s son, Angelo, visits the Promolux office now and then. Watching him interact with the team reminded us that maybe we can learn a thing or two from toddlers about good customer service.

  1. Smile! People can tell on the other end of the phone when you are smiling. Happy is contagious.
  2. Give lots of hugs. Maybe not physical hugs, but remind your customers they are important to you and that you need and appreciate them.
  3. Mine, mine, mine! Toddlers know this concept all too well. Just as they take ownership of their toys, take ownership of your customers’ needs and any problems that may arise.
  4. Why? Be genuinely curious about how your customers are doing, what they need and how satisfied they are with your service/products.
  5. Nobody likes a tantrum. Not moms and not your customers. Keep your cool no matter what the situation.
  6. I want it now! Respond to inquiries, issues and requests promptly.
  7. Snacks and Naps. Everyone is better on a full night’s sleep. Take care of yourself and you will take better care of your customers.

Love in the workplace? We hope so!

We talk a lot about customer service here at Promolux. We hope it’s what differentiates us from other vendors with whom you could choose to work.

This article points out “seven rules for getting customers to love working with you.” It got us thinking about how much we love working with our customers and hope they feel the same way.

These seven rules can be applied to many types of businesses, industries, and organizations. The rules are so much about how humans want to be treated and respected. Not sold to.

  1. Make building the relationship more important than making the sale.
  2. Create opportunities for the customer to buy, rather than opportunities for you to sell.
  3. Have meaningful conversations and never give a sales pitch.
  4. Be curious about the customer as a person and let the friendship evolve from that.
  5. Don’t try to be a hero who swoops in to solve the customer’s problem.
  6. Believe in your heart that you and your firm are the best at what you do.
  7. Deliver exactly what you promised to deliver, no matter what.

Take care of your customers and they’ll take care of you.

If your experiences are anything like mine, great customer service happens with very little frequency. Store checkers are grumpy. Customer service representatives are unhelpful. Helplines are an eternal series of pushing numbers and never speaking to a live person.

So when I was recently wow-ed by the same company – TWICE – I felt compelled to share.

Awesome experience #1:

One afternoon we made a business purchase with our company American Express. Somehow, our account numbers were stolen and the bad guys started wracking up purchases on our card.  American Express sensed something was wrong and started calling around 3:00 a.m. (and a number of times after that) to verify these purchases. By 7:00 a.m. they shut down the card. When I woke up and checked my messages, I immediately called. The live, friendly person on the other end of the phone assured me everything was taken care of. Charges cleared and new card numbers would be secured/issued. Crisis averted all while I was sound asleep.

Awesome experience #2:

A new piece of office equipment arrived and didn’t perform as promised or expected. After months of repeated – and unanswered/never-returned – calls to tech support and customer service, I finally called American Express. They contacted the company, performed a charge back and, once again, took care of the situation.

American Express has earned my loyalty and gratitude. Great customer service has a funny way of doing that. Conversely, bad customer service will put a company on my “do not buy from ever again,” list.

These experiences were a great reminder of what good customer service feels like and how we want to serve our customers. As I write this it was also a reminder that customers talk. They talk about the good and the bad. They tell people if a product or service is worth it or not. That word-of-mouth carries a lot of weight and is often more effective than any print ad or marketing campaign a business or organization carries out.

Think about your customers, members, campers, donors, volunteers. How can you take care of them? How can you get them singing your praises? What can you do to earn their loyalty and gratitude?

Care to share some of your best and worst customer service experiences? We’re here to listen!  info@epromolux.com

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