Delivering ‘WOW’

What does delivering ‘WOW’ mean? I read this and hear this constantly, as if it is THE new solution to exceptional customer service.

WOW can mean a lot of different things. I am ‘WOWed’ often in my service experiences and most all are not positive. I do realize that ‘WOWing’ in regards to service is alluding to creating a positive customer experience.

I read something I really liked in a recent interview published by Inc. Magazine with Tony Hsieh, CEO of Zappos. The article indicated that ‘Hsieh prefers to work with something altogether more complex and volatile: human beings themselves’. When I first read this line, I read it incorrectly, I read ‘humans, being themselves’. Which got me to thinking, isn’t that exactly when we, as humans, experience positive WOW moments? When a human is being themselves?

This is another intriguing facet of Zappos. No scripts, no AHT, no guide as to how much customer spend equals a certain amount in compensation. Zappos uses human beings, being themselves to achieve these exceptional moments. Not ‘empowerment’, but simply being human to humans. And, because the culture was created with the employee in mind, with a focus on work/life balance and not the bottom line – success was inevitable.

In all situations I experience, I am dealing with a human being; whether I am dealing only with myself and my perception to things, or if I am dealing with another individual or individuals. It is this exact thing that I think about when I read articles about new and improved technology and methods to assist with routing calls or monitoring agents, empowering people, state of the art CRM Systems, etc. I believe these items and leadership methods have their place, however, are current resources being used to their fullest potential? I think not.

Deliver WOW – Be Human.

Become the ‘Summer’ in Someone’s Day

With summer approaching and the sun making its way back out into the world, at least in Chicago, I have noticed that people in general have a certain sparkle in their eyes. They are excited for all that summer offers; the time outdoors, connecting with friends, being active, festivals and music, days at the beach or lake.

So why is summer so exciting? Is it simply that the sun is out? That people can use their BBQs and bikes? I think that is part of it, but mostly it is the additional interaction with friends, family and colleagues that make summer so special. The experience of summer has as much to do with the people in your season as the weather.

As a customer service expert, what this proves to me is that creating an experience for your customers is what will keep them coming back for more. If a person is made to smile, the memory of the experience stays with them. Often these memories are simply the ability to remember how they were made to feel.

To quote Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

What is it that you can do today to make someone else smile? There is simply no better feeling in the world than knowing that you made someone smile, and made their day a little brighter. Decide to become the ‘summer’ in someone’s day.

Random Acts of Kindness…

Bill Taylor’s article – The Answer for Ugly Times? Do Something Beautiful, got me thinking about this world we live in. As a Customer Service advocate, I realize there are many components that go into providing exceptional customer service. However, there will never be an element of customer service more important than the human element.

I feel that in these days of texting, Facebook, email, etc. that the art of human contact is a fleeting one. All of the tools I just listed are exceptional ones; however, many individuals and organizations hide behind these communication methods, as well as policies and procedures, to keep them from providing ‘human service’.

Customer Experience is the big buzz term in Customer Service. The definition of experience includes words such as emotion, perception, humankind, and participation. All words that would lead one to believe that in order for a Customer Experience to be exceptional, a human emotional chord must be struck.

The Zappos.com story in Taylor’s article is not an uncommon story for Zappos.com. It is why Jane Judd was awarded our Customer Service Manager of the Year award. The importance Tony Hsieh and the Zappos.com team place on great service with a human element is what caught my attention.

Another example, our Customer Service Professional of the Year winner, Robert ‘Don’ Braddock from Hartsfield Jackson Atlanta Airport, invited a US Solider who had incorrect reservation information to travel home and lost his credit cards, back to his home to shower and get some rest instead trying to rest at the airport. Additionally, Don assisted an elderly female passenger who appeared abandoned between flights, assisted in arranging her travel, stayed with her until boarding and contacted her family in MI. These are not actions that are outlined in Don’s job description. This is a man who places himself in his customer’s shoes, another human being’s shoes.

Even if ‘touchy- feely’ is not your forte, look at supporting this type of behavior from a business standpoint. Studies show it costs a minimum of 5 times what it would cost to keep an existing customer happy than to acquire a new one.

Times are tough. No man is an island. And everyone likes to feel visible. If you see people as people, you will also see their money –even during these tough times.

Empty Service

I know we are all tired of reading and hearing about the economy, myself included. But our current state leads me to thinking even more about mediocre customer service than usual. As a customer service nerd, I am more surprised than ever at the lack of enthusiasm people have in creating a good experience for their customers.

Why should I be surprised? People have it tough right now. They have a lot on their minds. Am I expecting too much from these individuals – that they are pleasant? Perhaps, those serving others are shocked that their customers have a surplus of cash to spend on those shoes, their ‘designer’ coffee or taking a taxi instead of the train. Instead of shocked, shouldn’t they be grateful?

I always note when I greet someone and ask them how they are and they look at me blankly. They stare, waiting for me to place my order or simply tell them what it is I want so that they can hurry me away and get on with whatever is next. I can think of a very popular coffee chain, that is known for their ‘exceptional service’, that has consistently fallen short for me. I used to let it go, however, I have decided to take my dollar to a small, Ma and Pa coffee place just a few doors down. They are just as efficient, but have personality and genuinely seem happy to see me and my money.

Another place, that continues to awe and disappoint regardless of location, is a sandwich chain that relies on the help and popularity of their spokesperson and The Biggest Loser to stay in business. Now to be fair, this chain is not known for their good service. I would like to point out, however, that many people are capable of making a sandwich and taking it to work.

I realize that so far, I have only spoken about food chains, but they simply provide everyday examples most relate to. There are so many companies and individuals serving with ‘bad behavior’ that I believe we call all think of several examples we have experience personally; service on public transportation, at the car dealership, our property management company, our cable company, and the list goes on….

Is it is such a stretch for these poorly behaved individuals and their companies to realize that discretionary income is tight and, in most cases, extremely limited? Soon, there may be no need for a $4.85 latte (don’t forget the tip) every morning. Perhaps customers may consider dusting off their own coffee maker and trying out a new hobby. And what happens if even 18% of those customers make coffee at home, or, blasphemy, turn to the Flavia machine at work? Will store hours decrease? Will they need as many staff? Perhaps the scheduled Grand Opening of the store directly across the street won’t happen and Mark’s ambition of becoming the next manager in the area fades into the distance.

Come on people! Be nice. Engage your customers. What is so hard about it? Try it, you may even like it! People will have fewer ‘second thoughts’ about the daily $4.85 if you do. And for those of you experiencing bad service, speak with your wallet.

Welcome to CSIA’s first blog!

I figured it was about time to start talking about Customer Service.   I think about service all the time.  I revel in great service and my cheeks get hot and my heart starts pounding when I experience bad or half-hearted service.  Those service experiences leave me feeling angry, frustrated and wondering, what did I do?  Why do people care so little about other people?  Isn’t it nice that human beings have become nothing but inconveniences to one another?  It only takes one though, one person who can make me smile during the day, that keeps me going.  That experience lets me know that all is not yet lost and that people will eventually understand the importance of other people.

Right now, someone 413 miles away from me is making a difference to what my day will be like tomorrow.  Because whether or not they touch me directly, they will touch someone, who talks to someone, who snaps at someone, who will encounter me tomorrow.

While in Australia, I sent a poll to our Institute’s then over 2000 members, asking them if a poor, or good, service experience affected their day.  Did they bring their affected attitude to work?  To home?  To their loved ones?  In other words, did they Pay It Forward? It was overwhelming, but not surprising, how many people admitted that experiencing  poor service would affect them, and often, their behavior for the next few hours.  What is this type of reaction having on the world and our health?

I am not saying that good service can fix the world’s problems, but I believe it is a step in the right direction.  No one is perfect, but it is good to know that there are organizations and individuals who work hard consistently to provide a good service experience.  Some of these organizations and individuals were winners in ICCSO’s International Service Excellence Awards – organizations included Bath and Body Works, ADP COS, Bluefly.com, Baxter HomeCare Services, Freeman, Nokia Care and JetBlue.  Individuals recognized were: Sheila Harrell – FedEx, Rob Maruster – JetBlue, Jane Judd – Zappos.com, Robert Stephens – GeekSquad.

Thank you to each of you trying to make a difference and for treating each individual as an individual and not a transaction!