“I got a little change in my pocket going jing-a-ling-a-ling……..”
You want to be good at business? Treat every customer encounter like it is the most important moment of your life. Pretend that you’ve never said, “Welcome to my business,” 4,500 times before that day.
Seems obvious right? Customer service is a lot harder than you think it is to not only do it, but to get your staff to do this as well. After all, customer service is an attitude, not a department.
The Georgia Satellites were one-hit wonders. Their song, “Keep Your Hands to Yourself,” was a moderately big hit in the 80’s. I liked it because it was about the only song I could karaoke without anyone noticing that I couldn’t carry a tune. And they are still performing that same hit today…30 years later! By now, I’m sure that the guys in the band hate this song. They probably choke it down every time they perform it. But, I bet they nail it every time with a smile on their face in the name of customer service . They wouldn’t last for 30 years if they didn’t.
What are the key things that you need to nail when you are in front of your customers? Are you and your employees doing it perfectly every time?
It all starts with the greeting. The standard set by the Pizza Ranch is that you are to welcome every guest with a friendly, “Welcome to Pizza Ranch.” Believe it or not, this was a heavy lift to get this implemented when this standard was put in place. Our cashiers felt funny saying it to every customer as they walked in. Heck, it took me a bit to get used to saying it as well.
This is a great example of how we are all self centered. We aren’t thinking of our customers. Even though you may have said it 200 times, it is the FIRST time your customer has heard it today. Great organizations are like the Georgia Satellites. They nail the most important things for EVERY customer, every time.
If you want to raise the level of customer service in your business, then look at the key customer interaction points and execute these perfectly.
Is it easy? Heck no. And even though we are very strict on the “Welcome to Pizza Ranch,” I had a store miss this last month on a secret shop. The greeting sets the tone for the whole transaction. You can never slack off on this. Like I said before, we are all self-centered. We’re worried about our own stuff. It takes constant effort and focus even though we know happy customers are key to the success of the business.
Follow the example of the Georgia Satellites if you want to be successful. By the way, if you want to see if they live up to the hype that I’ve been building, they are performing on March 19th in Peekskill, New York.
As always, please let me know if there is anything I can do for you at (firstname.lastname@example.org).
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