Marvin Walberg is a job search coach and resume-writer. Recently, he wrote an article that was picked up in the Nashua Telegraph in which he says that “the ‘wow’ factor” is hard to come by in day to day customer service…
“In the world of sales/customer service, if you fail to please a customer, that customer will probably go out and tell the next seven or eight people how lousy your service was. But, if you gave that customer good service – what was expected – the customer will walk away and say nothing. You will have met that customer’s expectations.
“In order to get a compliment, you have to “WOW” that customer, as a friend of mine used to say. You have to exceed that customer’s expectations if you expect anything special, and all that might happen, special, is for that customer to ask for you the next time. That’s a good thing. That’s what you want and need.”
Here’s a challenge: if you have an instance of great customer service, tell someone… a manager, a business owner, the world via your blog…
Here’s my own ‘wow’ example.
At dinner last night with friends from work, Chris noted that the car buying experience just wasn’t enjoyable. Agreeing, I noted that there was a service that one of my blog friends raved about, the amazing auto woman, a local car broker that takes the hassle out of car buying.
I don’t know about you, but buying a car from a dealership is right at the top of my list of things I hate more than a root canal.
So, back to the experience. Alex Barnett wrote that working with this wonderful lady made the car buying experience almost enjoyable…
“I found Mike Swanson’s recent blog post describing the positive experience he had and his satisfaction with the overall buying process – so went for it. And I concur – very little to do on our part in terms of paperwork and all the hassle and the car was delivered to home at a time that suited. This was a breath of fresh air compared to the hassle and bullsh*t we had to deal with with the local official dealerships. With Heidi there was none of this.”
Inetersting: I remembered that a trusted advisor had recommended a great service, and I raved about it… eventhough I’d not used the service previously myself. Amazing the impression that a recommendation makes from a source you trust.
BTW, if you haven’t seen the entries on the MSN Show us your wow contest, many are worth a look.
Tags: Microsoft, loyalty, Customer Satisfaction, Customer Service.