I live in the world of Customer Service for my living. I have been in this world since the day I started my first job. I was the popcorn guy at the movie theater, cook, dish washer, prep cook, call center rep & 2nd level rep, desktop support analyst, retail computer sales and now field service support. I have seen and heard it all….
Within my position I go to several major accounts every day and they are all direct competitors of eachother. My company sells to all of them. What’s the difference? Sure some of the equipment is different. The knowledge of some of the CSR’s are different as well. But all of that can be overcome. The one thing that every company has that is the same is how they use Customer Service to their advantage.
What I mean by all this is, it is the Customer Service that will bring in and keep a customer for life. It is also the reverse as well. All too often we see BAD Customer Service. We talk about it MORE than the GOOD Customer Service. Here is my good experince:
Yesterday I went to McDonalds for dinner. Yes, it’s bad for me. Now, everyone knows McDonald’s and their food and what to order. I know that these people who work there do not make much. They generally have two-three other jobs to make ends meet. But tonight there was Sid. Sid the General Manager. Sid is an older gentleman who is bald and a interesting mustache and set of teeth. His first word to me was “EUREKA”! That’s because I was wearing a hooded sweatshirt from that town. Broke the ice. He took my order and as he did, he complimented me about the order, asked me how I was doing and made joked. He made me feel at home. At home in McDonald’s. I smiled.
Did he know that I was going to come back to that store, no. But he put it out there that his store was the best. What I also noticed during my time there is his relationship with the staff. He talked to them, not yelling. He was happy. Also, when taking orders from smaller kids he got down on their level and asked them questions directly too them. Not to the parents. Made that kid feel like he was the most important person there.
Customer Service is what I am in with Cubscouts. I am there for the boys. I need to get down on their level and see what THEY want. I need to talk at their level. While I am not in the Boy Scout program, it’s also what I would need to do with them. Talk with them, see what they wanted and make them special.
So, when your out there at a Troop meeting, Pack/Den meeting or an outing you need to be there for the boys making sure that your service is consistant and keeping them coming back for more. Give them your guidence in the way they understand and need. Make them feel appreciated.