A Simple 3-Step Recipe For Great Customer Service

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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.

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Written by Trevor Throness
Trevor is a veteran coach, keynote speaker, and the author of the book “The Power of People Skills” released by Career Press NY in 2017. He’s also written for or been featured in places like Forbes, Inc, The NY Post, The Globe and Mail, Entrepreneur, CEO Magazine, and numerous podcasts and interviews.


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