A Simple 3-Step Recipe For Great Customer Service

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.

  1. Figure our what the customer wants
    a. Ask open ended questions and listen
  2. Get it for them
    a. Accurately – get them what they need
    b. Politely
    c. Enthusiastically – customer leaves feeling like they were the best part of your day
  3. 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

Great service is so rare that if you’re even mildly good at it, you will stand out head and shoulders above the crowd.

Get Trevor's Weekly Tips Straight To Your Inbox

    Related posts

    Differences between Millennials and Gen Z in the Workplace

    Differences between Millennials and Gen Z in the Workplace Key Takeaways   Millennials and Gen Z prefer to be in…

    When Billy has a problem with Susie AND with Bobby AND with Janie...

    This week I was approached by a guy who I hadn’t seen in years.   He immediately cornered me and told…

    Are You A Good Person?

    Today I want to share some basic wisdom.  Wisdom about living life at work and at home. Our default is…

    Leave a Reply

    Your email address will not be published. Required fields are marked *

    Ready to get started?

    Learn how to get people right with our practical curriculum taught by instructors with real-world experience.

    PLI-Cert_Leadership Fundamentals_
    Scroll to Top