I just spent a great evening in Seattle with my 3 brothers at the Steely Dan concert. The musicianship was staggering, the show was impeccably produced (there were 13 musicians onstage), they played all their radio hits in a row, the lighting was superb, and they repeatedly thanked the audience for attending. Their fans loved them. LOVED.
In short, they knew who their customers were, and they knew how to make them happy. Do you know who your customers are? Hint: They are the people that make it financially possible for you to have a job. Your boss is not your customer, nor are your co-workers, even if it’s your job to help them do their jobs better. Customer is too important a word to use it for anyone except the person who writes you a cheque and allows you to have a job.
Are you a: veterinarian, retail worker, realtor, pastor, farmer, developer, project manager, lawyer, accountant, or manufacturer? You have customers. Let’s get that straight first.
Here are the customer engagement guidelines used by my amazing client, Lepp Farm Market, a local business that is known throughout North America for their amazing food. But, they are just as well known for their amazing staff culture.
- Figure our what the customer wants
a. Ask open ended questions and listen
- Get it for them
a. Accurately – get them what they need
c. Enthusiastically – customer leaves feeling like they were the best part of your day
- Go the extra mile
a. Do something that the guest is not expecting or asking for
Studies show that:
- 5% of people are naturally great at customer service
- 5% are terrible at it and will never get it
- 90% will be great at it if they receive proper training