Is Your Service Menu Memorable?

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Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Some have language like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.” Some laminate their menus giving you the distinct perception choices rarely change.
Customers today evaluate their experience in part by your service menu—the choices and options you provide. Their expectations are way up. They expect you to provide what they want, when and how they want it with no hassles at warp speed. If you are not offering customers multiple connection vehicles you are likely losing customers. And, they assume all service providers can personalize[…] Continue…

Great Service Experience is Like a Puzzle

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Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer.
Putting a puzzle together begins by looking at the picture on the front of the puzzle box. Great service begins with a clear picture of what the experience should be like consistently across all units. Consistency gives customers trust and confidence. Service at branch A should be like branch B; customers should not be forced to pick a service person because one is known to be great; others not so great.
Puzzles require all the pieces. The biggest irritant to a puzzle enthusiast is a missing puzzle piece. The same is true for great service. Great front-line service people are only as good as the tools, supports, authority provided them. Friendly, but incompetent or fast,[…] Continue…

Do Your Customers Feel Special?

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You take your car in for regular maintenance and your body in for a physical exam.  Women get a mammogram; men get a PSA check.  The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities.  What about the service you provide to your customers?  Does it get a regular check-up?
Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses. This requires that we develop new and innovative approaches to consistently take our customer’s breath away.
We have been working to create a short, but important checklist to review how you are doing.  Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses, and survey results) can add to your smart preventive maintenance.  Here’s a “baker’s dozen” check-up questions to get[…] Continue…

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