This week we have been talking about things that are easier said than done. We have already talked about doing business with a partner and keeping good records. Today we will talk about delivering great customer service.
Delivering great customer services is one of those things we all know we need to do and have to do but it’s just so hard. Why is it so hard? The reason why it is so hard is because most of us business owners have this mindset in us and burning desire inside us to be right all the time. Because of that we have these instincts that people should be satisfied with what they get. We tend to think that those people who keep on asking for more are distracting you from getting more customers. The reality however is far from that in that they are already your customers and you should already be taking care of them. Help them. It is your job as the business owner to solve problems for your customers.
Most often, in the quest of solving problems for our customers, we perceive some people to be more worthy of receiving our help than others for whatever reason. At the end of the day however, they are all our customers. My point is that our jobs as entrepreneurs is to solve problems. Customers will always come to us with problems, some of them real, others imaginary and some that are not related to our line of operation. The way that you deliver outstanding customer service is by helping them with those problems. It might mean going that extra mile and calling a service that you do not provide or even referring them to a competitor because you know that the competitor has a better solution to that problem than what you have to offer. At the end of it all, they are going to associate that problem being solved with you and not with your competitor.
[Full Transcript Follows]
Hey there folks, Thom Rigsby here from thomrigsby.com. This week, we’re talking about things that are easier said than done. Stay tuned, 7Minutes in the Morning is coming up next.
Hey folks, this is 7 Minutes in the Morning, it’s your daily dose from me, your business coach. My name is Thom Rigsby. This week we’re talking about things that are easier said than done. We’ve talked about doing business with a partner, keeping good records, today delivering great customers’ service. It’s one of those things that we all know we need to do, we want to do, it’s just hard. Why is it so hard? Well, I would submit to you that the reason it’s so hard is because we’ve got this burning desire inside us entrepreneurs to be right all the time. My wife would certainly agree that I have that, if any of you were to ask. But because of that we have this sense that “Why are you asking for this? Why do you want that? Just be satisfied with what you have. All you people are just distracting me from getting more customers.”
The reality is that all of those people, [expressing sound] bring them right back here in front of you; they are already your customers. You should already be taking care of them. The idea that “Oh, they’re just needy.” Well ok, maybe. So what? So what if they’re needy? Help them. Your business, the job of an entrepreneur, the business owner, the business leader is to solve problems for our customers. Like wind noise in the background, that’s one of the great things you get listening to this show that I record outside. You get all these nature sounds, isn’t that great? Our job as business owners, entrepreneurs, leaders is to solve problems for our customers.
Sometimes, it makes sense to draw a line on those problems. Let’s just use an example. Let’s say that you’ve a clothing store, a retail outlet clothing store and you’ve got this really pain in the backside customer that every time he comes there, he just wants this, wants this, wants this. You look outside after he’s been in recently and you see that he’s changing a flat tire. What do you do? You don’t worry about it because first of all, he’s a pain in the backside, second of all it’s a flat tire, you don’t fix flat tires, you sell shirts. What if it was a little old lady reminding you of your grandma, she came in every week, was very nice, very humble, always said please, always said thank you. You saw her out there with a flat tire, would you go help her change the tire? Or maybe call somebody to come change the tire for her? What’s the difference?
The difference is, that you perceive one person to be more worthy of receiving your help than other person for whatever reason. But at the end of the day, they’re both your customers. Why wouldn’t you help the man that’s a real pain in the backside? Maybe if you helped him, he wouldn’t be such a pain in the backside. Did you think about that? You don’t have to go change the tire, just call somebody to go help them. Lots of different ways that you can help them solve their problem. Maybe the problem is not even related to the tire, maybe it’s where they have to be in 10 minutes and now they’re going to be late. You can call them a cab, how easy was that? The point is that our job is to solve problems, and they’re going to come to us with problems, whether they are real or imaginary. That’s their distinction not ours. We might call in an imaginary problem. but to them it’s very real. So they’re going to come to us with real problems that they have looking for help.
The way that you deliver outstanding customer service is to help them with those problems, even if it means calling a service that you don’t provide or maybe even sending them to a competitor because you know that that competitor has a better solution for the problem than what you have to offer because they are going to associate that problem being solved with you, not with the competitor. I know, it sounds kind of intuitive but trust me, works every time. It’s easier said than done to give outstanding customer service. Remember, the only thing you have to remember in order to get incredible customer service, to deliver incredible customer service, look for problems that your customer has and solve them. That’s it, that’s all there is.
What do you think about that? Is that all there is to it? Or is there more? Or am I just completely out in that field? Actually today I’m out in the 05:27] field somewhere. Anyway, send me an e-mail, firstname.lastname@example.org. I’d love to hear your thoughts and comments on it and get your feedback. Hit me up on Twitter at Thom Rigsby or find me up on Face book, Thom Rigsby Coaching. Until tomorrow, my name is Thom Rigsby, I bet you didn’t know that yet and I’m your business coach.