by Chris Bennett
You read a lot about customer service but have you read about customer dis-service?
Sue and I network extensively and hold many meetings at cafés around Melbourne.
And many of these cafés do us a dis-service even though their customer service is usually good.
The dis-service I am talking about is the noise pollution that assaults our ears when we walk into their premises.
The so-called 'background' music and videos on flat screens are usually annoying, loud, and make it difficult to hold a conversation.
What's the point of having great customer service if you inflict a dis-service on your customer?
Do you dis-service your customers?
This is how to find out if you do:
Observe
Observe your customers' reactions to your service. Look for physical, emotional and psychological reactions. For example, if you are too pushy in trying to sell your product you will notice (if you look for it) some sort of negative facial reaction.
Ask
Get feedback from your customers. You can do this by asking them what they think of your service. Avoid trying to explain or justify in the first instance; just listen to what is being said. You will usually pick up invaluable tips on how not to dis-service your customer.
Act
If you discover you are dis-serving your customer, then take action to change your behaviour. You can do this by letting go of your ego and doing what is necessary to make your customer happy.
Your business will thrive once you eliminate customer dis-service.
Because only then will you provide true customer service.
