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The digital world, we live in an ever-increasing digital world. Customer service ain’t what it used to be. What does it take these days to speak with an actual human voice over the phone? I typically just keep pressing zero until a recording finally states, “Hold on, while I connect you with a customer service representative,” or the undefined, “I’m sorry, you have pressed an invalid number.” Then of course, there is that lovely hold music. I never walk into a bank anymore, my banking is done on my computer or at an ATM. I do not pay bills in person or even write checks. Bills are paid on my mobile device or on a website.
So, what exactly does customer service entail today? What drives you to leave greater than 15% for a tip? Are you even cognizant of good service? I recently took my family out for a nice meal. The food was good, the atmosphere was nice, the wait staff was friendly and attentive, as they should be. When the check arrived, there was a list of suggested gratuities, ranging from 15%, 18% and 22%. So, is that customer service? Providing information, a glass of iced tea, and some chopsticks?
Do you want to be remembered? I recently read a marketing case study about the Blue Whale Moving Company out of Austin, Texas. This successful moving company was born out of good service. A young college graduate, who had worked his way through school had impressed a hot shot attorney during a move. The attorney told the kid, “Call me when you graduate.” He did and, together, they launched Blue Whale Moving Company, they saw revenue of $1.7 million by year five. All resultant of good customer service.
Do you go that extra mile?
Do you tailor your services? What is your differentiator? Where is your level of service? Are you deserving of that 22% tip? Or will your customers grumble at the thought of leaving a whopping 15% tip?
One of my recruiter friends consistently asks himself, “Why should they call me?” This question motivates his efforts for providing value and the greatest value you can offer is to serve your customer.
Rayanne Thorn, @ray_anne is the Marketing Director for the online recruiting software company, Broadbean Technology. She is also a proud mother of four residing in Laguna Beach, California, and a contributor for Blogging4Jobs. Connect with her on LinkedIn.
