Good customer service – it’s all about attention to detail.
Something we noticed recently. I was travelling with a friend who is a retailer through a large urban area in the car. I was driving, he was in the passenger seat, and I stopped at some traffic lights. On the left was a large Indian restaurant with a plate glass window. My friend turned to me and said “why would you do that?” “Why would you do what?” I replied.
He pointed to the window of the restaurant and commented that it was filthy. “Why would you do that?” he persisted. His point was that there was no excuse for having such a dirty front window to the restaurant. “All they need to do ….” he reasoned was “pay someone (the 17 yr old junior) to turn up for work 5 minutes earlier in the morning, and give him a bucket of warm soapy water to wash the window. “Because if that is how they keep the front window, which you can see, what does that say about the state of the kitchen which you can’t see?”
And it’s a good point isn’t it? Good attention to detail is about making sure all the little things are right in how you deal with your customer or client. They know that if you spend amounts of time and energy getting the little things right, chances are you’re on top of the big things too.
It stands to reason doesn’t it? So check that the customer is seeing your products and services in the way you want them to. Like the client’s reception I sat in recently in Birmingham. You sit in a souless, small area on low plastic easy chairs and you can’t help notice the very dead palm plant across from you! What impression does that give potential customers?!
Attention to detail is one of the hot topics that usually comes out in our interactive discussions on the 2 day customer service To Market carries out in Birmingham, Coventry, Solihull, Lichfield, Coventry, Rugby, Derby, Nottingham, Leicester, Peterborough, Cambridge, Newmarket, St. Ives, Bury St Edmunds, Milton Keynes, Bedford, Northampton, Kettering, Corby, Wellingborough, Warwick, Leamington Spa, Stratford on Avon as well as wider parts of Leicestershire, Northamptonshire and the East and West Midlands.
first published 23rd July 2010