What changes would you make if you offered your customers a 100% satisfied service guarantee?

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Lifetime warranties are a common feature of the product world.  They essentially say “we guarantee that the object you bought will work as long as you own it.  If the product ever fails, we promise to replace it or repair it to your satisfaction.”  Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in a product.  What would a lifetime warranty look like for a customer service experience?
 
Customers today have changed. They are Picky–more cautious in the choices.  Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  Recent research shows that forty four percent of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Can a customer service experience warranty help in retaining[…] Continue…

Have You Created a Great Service Exit?

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The opening keynote was preceded by the safety briefing for the large banquet hall attendees.  It was the usual “in case of fire” cautions and instructions.  It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight. Every movie at the theatre asks the audience to “please find the nearest exit in case of an emergency” before the main feature begins.
Great Service Has Great Exits
We all enjoy the convenience as well as speed of self-service and automation…when it works. But, if we are caught inside with a less than satisfactory experience, we need a great exit.  Great exits include cross-trained wait staff able to swing into action when your server seems to have disappeared.  It includes supervisors and managers who can take […] Continue…

What does your attitude convey to customers?

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You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers love service people with a positive attitude!  Generation Y customers (Millennials) who are an increasingly powerful group of customers are on the prowl for great personal experiences. Making a strong personal connection is a key for attracting and retaining these folks. It takes a great attitude to establish the kind of connection millennials crave. Millennials are also quick to judge the experience you provide and quick[…] Continue…

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