Transforming Customer Service from Good to Exceptional

Time and time again, I’m sure you’ve heard of how living it has changed people, businesses, and industries. If you haven’t heard of it, then you need to go out there more and maybe experience it yourself. I’m talking about exceptional customer service.

In a recent business trip to Hong Kong, some colleagues and I went to a restaurant for dinner. Another colleague was running late and called up to ask for directions on how to get there from a certain landmark. The cab driver seemed to have missed the exact address and dropped him off a few blocks away.

Being in an unfamiliar place, we asked the restaurant manager to give him directions over the phone. Even with the directions, our colleague still can’t seem to find the location. After a few minutes, the restaurant manager borrowed the phone and went out of the restaurant to personally look for him and escort him to the place.

Now, that’s going the extra mile! I know exceptional customer service when I see it.

This experience got me thinking as to when the last time I provided exceptional service to a customer was. During my reflection, I gave myself a very honest answer. I always knew that I provided good customer service; and customers can attest to this. I just can’t remember the last time I provided  service that was exceptional. As a fellow business owner, I am now challenging you to ask yourself that same question.

Realistically speaking, it would be impossible to always go out-of-the-way for every customer at every moment of every day. It is possible, however, for you to plan ahead and offer exceptional customer service every now and then. Think of the difference it would make to yourself, your business, and your customers.

So, I am now challenging you to demonstrate exceptional customer service to one of your clients by following some guidelines below.

1. In terms of business relationships, think of a customer you’d like to build a stronger working relationship with.

2. On a customer service standpoint, think of ways on what you can do to add more value to the relationship. Make sure that it’s over and above what you or your business normally offer.

3. Plan ahead and go do it.

Think of the endless possibilities of doing this to each and every one of your customers can bring to your business.  Visualize how your business will benefit if you turn a neutral customer into a promoter, or a promoter to an advocate. How do you think would you and your customers feel? How would this impact you and your business? What would this change in the way you or your customers do business?

It might just be that exceptional customer service is the ‘difference that makes the difference’ to your customers.

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