This year we focused on
those service experiences that left a sweet after taste. It generally was
closely associated with sales and service people whom we expect to have fond
associations with in the coming years. And, we also examined attributes
which fueled our continuous loyalty. The ones that got our emotional
motor revved up the highest focused on a happy experience that was new and
remarkable...not just great. It led us to consider the coming year as a
time to focus on "happy", "new” and “remarkable”.
Great customer service makes us smile
but remarkable service takes our breath away. When we get great service
we make a mental note to return. When we get remarkable service we can't
wait to share the story with friends and family. "New" service
doesn't take highly creative service people. It simply takes people who
enjoy delivering a surprise and evoking a smile. Remarkable service is
sourced in joy and fun. It comes from the same part of the soul that
plans a prank, organizes a party, or does a favor for a friend. When that
part is used regularly, it raises employee self-esteem, increases their
resilience, and improves their morale. An example of some great resolutions for your customers' experience can be found on the blog "Think Customers: The 1to1 Blog" at http://tinyurl.com/ydhme43.
As we begin 2010, we hope you will
focus on being remarkable and take the opportunity to create your own
future. Sure, these are challenging times. Of course, we are in an
era of frugality and reduction. We've been in tough economic times
before. The winners are those who view it as an opportunity to turn
lemons into champagne. As Ms. Pierce stated in the quote above; “…The book is called
Let this be the year you
deliver "happy”, “new" and, most of all, “remarkable” service
experiences to everyone you serve so that you take their breath away!
Best wishes for a HAPPY
and REMARKABLE New Year!
Chip & John


