BRX Pro Tip: How to Deliver Exceptional Service
Stone Payton: [00:00:00] And we are back with Business RadioX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, today’s topic, how to deliver exceptional service.
Lee Kantor: [00:00:10] Yeah. We’ve been harping on customer service and service in general for a while now, and I think it’s so important. I’ve been really reading a lot about this, and I want to share some of the highlights from some of the top books that I’ve been reading that are talking about taking customer service to new levels. So, the books that I’m going to be referring to are one from the Disney Institute called Be Our Guest; one from Shep Hyken, The Amazement Revolution; and I think one from Tony Hsieh, Delivering Happiness. So, let’s get started. Here we go.
Lee Kantor: [00:00:46] So, from Be Our Guest from the Disney Institute, they recommend making every touchpoint magical. So, that’s something that they do obviously at the Magic Kingdom and that’s kind of their philosophy. So, is there anything you can be doing in your business to just think about whenever there’s an interaction between you and your clients, can you kind of level that up a little and make it special, or magical, or surprise and delight them? Is that possible? So, you don’t have to do it for every single touchpoint, but just think about all the touchpoints you have between your clients and see if there are ways that you can kind of make it a little more special.
Lee Kantor: [00:01:29] Now, from the book The Amazement Revolution by Shep Hyken, he is a big proponent of building community with your customers. Now, from that standpoint, is there any way that you can be building community with your customers? Is there ways to bring them all together? Is there ways for you to, you know, create customer panels or customer get togethers? We had a host of one of our shows do a breakfast every year with all of the guests that they had on the show as a way to build community. Is there anything you could be doing in your business to bring your customers together to build that level of community?
Lee Kantor: [00:02:07] From the book Delivering Happiness by Tony Hsieh, the guy behind Zappos, he wants to create a culture that focuses on happiness, and he believes happy employees make for happy customers. So, is that something you can be focusing in on? What can you be doing to make your employees happier so that they can deliver that level of service happily to your customers?
Lee Kantor: [00:02:29] And then, here’s a bonus one from the Customer Rules by Lee Cockerell, he says treat every customer like a regular. If they’re not a regular yet, they could be. So, think about ways that you can make that new customer feel more like they’re an old customer and that they’re special.
Lee Kantor: [00:02:47] So, these books are a great starting point for your library on delivering exceptional customer service. I recommend checking them out. And I think you should be really thinking about creative ways that you can elevate your customer service so you can further differentiate yourself from your competition.
