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HOW DO YOU DEFINE SERVICE?
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In posing this question to audiences I often get responses like:
- Assisting internal and external customers.
- Attending to the needs of customers.
- Helping customers.
- Selling products and services to customers.
- Offering solutions to customers to address challenges or problems.
According to Webster it is "contributing to the welfare of others" or "a helpful act."
Regardless of the definition you use, it means putting customers first. And if we are going to do that we have to be very aware of our priorities when it comes to how we spend our work minutes and hours. It seems simple, but it is not all that easy. What is easy is getting caught up in our own needs and wants. We may want to visit with fellow employees, be on the phone with friends, or just zone out and only do what is absolutely necessary. In each case, we are not serving customers, but serving our own desires and/or perpetuating complacency.
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MAKE EACH SERVICE MINUTE COUNT
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Consider how you and your fellow service providers spend each minute of your day. Answer the following questions as honestly as you can. Then decide how you might improve the way you spend each minute you have to serve or contribute to the welfare of your customers.
- What percentage of the time do you greet or acknowledge customers immediately?
- What percentage of the time are you giving your customers your undivided attention?
- How often do you adequately solve customer problems during the first contact with the customer?
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BUILDING CUSTOMER LOYALTY: THE 21 ESSENTIAL ELEMENTS
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Click this link to learn more about the book, Building Customer Loyalty: The 21 Essential Elements… In ACTION. Find out how to keep the customers you have while working to build your customer base.
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