Having top-notch customer service doesn’t necessarily mean you cater to your customer’s every whim. But it does mean that you should always be thinking about how you can enhance your customer’s experience.
Take, for example, the Wegmans grocery chain. Ask a stocker in the produce department how long your lettuce will last, and he’ll answer you or find someone who can. Need to know where to find truffle oil? Ask anyone and they’ll walk you to the right aisle themselves. I shop at Wegmans every week, and I’ve never met an employee who was anything but friendly and helpful.
But it’s the little extras that Wegmans offers that really stand out. For instance, the store has a bucket of umbrellas you can use when it’s raining. Better yet, some employees (called Helping Hands) will hold an umbrella over you and your cart as you walk to your car.
It’s clear that this company cares about its customers.
What can you do to show your customers that you care about them, not just about their money? How can you make each customer’s experience a little easier or a little more enjoyable?
[Ed. Note: One of your business goals should always be to make your customer service better. Learn how you can achieve that goal - and accomplish all your other dreams - with ETR's Total Success Achievement program. Click here for details.]
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