APPLAUSE! Is your vision for great customer service set high enough?
Awesome fun! Performers focus so much on their craft that fans flock to outdoor concerts to see them all summer long. What can you do with your team today, right now, to infuse so much good feeling that your customers will applaud your brand too? According to the Guinness, the largest concert was a Rod Stewart concert in 1994 in Rio De Janeiro Brazil with over 3.4 million people in attendance. How did he do that? What can we learn about customer service from performing artists?
Customer Focused Vision
When they step out on that stage, the truly great performers make sure every experience is top notch! Sound checks, rehearsals, managing every detail. That’s what they do. You have to set the stage too. It is up to you to create a similar vision and energy around service.
Create or reevaluate your service vision. Find the words that exactly articulates how you want your customers treated. Here are some good ones:
Disney – To make people happy.
Zappos – Our vision is delivering happiness to customers, employees and vendors.
Life is good – To spread the power of optimism
Ikea – To create a better everyday life for many people
Start today! Jot down a customer service vision that will create applause!
Once an applause worthy vision for you company’s service level is in place, it can be just like the magic created at a concert. Here is an example from a Times article in 2011 by Willie Lee Adams calls “Hero Pilot Pulls Out the Stops to Help Grandpa Reach Funeral: 2001’s Most Heartwarming Travel Story”. After hearing about the death of his grandson, a grandfather flying Southwest Airlines tried desperately to get through airport lines quickly and make a flight to be with his family. As he raced to the gate now 12 minutes after the departure time, he managed to get on the plane and was greeted by the captain who said “Are you Mark? We held the plane for you and we’re so sorry about the loss of your grandson. They can’t go anywhere without me and I wasn’t going anywhere without you. Now relax. We’ll get you there. And again, I’m so sorry.” Some passengers might have been annoyed and maybe inconvenienced but Southwest allowed for some flexibility to their team and that resulted in applause. Give your team some room for great service to happen.
Applaud Daily Service
It doesn’t have to be some dramatic service moment. For one customer at a time, all they might need is your undivided attention, or a sincere smile. For a performer, it’s one song at a time. For your team, it should be one customer at a time
Brag about your team – Applaud them!
Brag about your team! Tell their great service stories wherever you go! Post it online! Make it part of your culture to have great service in large and small ways valued time and time again!
Mary Furrie, CEO, Quality Assessments Mystery Shoppers, helping client create consistency with mystery shopping services!
Photo –Studio 132 blog, Epic Concert Crowds, http://www.studiotv.com.au/blog/52309/