Buzz 7 Consistency – the key to delivering exceptional customer serviceClaire Boscq-Scott
Thrive with the Hive – Buzz 7 CONSISTENCY
BUZZ 7 Consistency is the extract from Thrive with The Hive, and will show you how to translate your brand promise into action and maintain consistent delivery of the brand experience.
The trick to delivering exceptional customer service is to do it, not once, not twice, but EVERY time your customers walk through your doors.
The honeybee colony is constantly monitoring how it is performing and what it must do to improve.
Businesses need to translate your brand promise into action and maintain consistent delivery of the brand experience. The trick to delivering exceptional customer service is to do it, not once, not twice, but EVERY time your customers walk through your doors.
The good news is: your customers want to do business with you, if they didn’t, they’d probably go somewhere else.
The bad news is: your customers will go somewhere else if you fail to consistently deliver on your quality and service promises.
The key to repeat business is consistency in both what you offer and how you deliver it. Customers will be loyal and return again and again when they have confidence in your products and services.
They will come back when they trust they will have a consistent experience each and every time they come to you. The strength of customer loyalty is in direct proportion to the confidence they feel regarding how well you will consistently deliver on your service promise.
The only way you can guarantee your products and service delivery will be the same each time is by ensuring all of your employees maintain the same Standards, abide by the same policies and procedures, and use the same processes, practices and systems to perform their jobs at the desired level.
Take a hotel for example; if one housekeeper uses one procedure or process to clean a hotel room, and another has a different procedure or process, the room may be cleaned inconsistently.
Standards, policies, procedures, processes, practices and systems are put in place as a means to replicate the specific performance and experience expected by your customers. If employees fail to follow those guidelines, it is impossible to guarantee the results will be consistent. Consistent enforcement of the defined procedures and processes is the key to consistent service.
Your employees need to realise the importance of performing their work and following your standards exactly as designed, and they must commit to do so each and every time. This is when training is essential. You should teach your employees how to consistently perform their tasks according to your standards.
Fast-paced work environments and complex tasks can often make it a challenge to pay close attention to the details of every element of your job performance. But overlooking details can sometimes be costly, detrimental to the quality of your work product, or in some cases, even dangerous.
For the true success of your ventures, detailed oriented skills and caring for details are crucial. An eye for precision and accuracy and a sense for diligence are qualities which are expected in order to
deliver high quality service.
In a highly competitive service environment, meeting customer expectations is just not enough. Getting away with being average is no longer an option. Successful companies strive to not just meet, but to exceed customer needs and expectations. Nothing impresses a customer more than an employee who goes, “above and beyond the call of duty” to ensure total customer satisfaction.
When you exceed customer expectations, you create customers who spend more money, purchase more frequently and help you acquire more customers by sharing their experience. We have talked about it in the very first buzz, customers’ expectations are changing and over-delivering is one of the best strategies to keep your customers’ advocacy.