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Great Customer Service is a Cinch!

I never get tired of grabbing hold of a saddle horn, slipping my foot into a stirrup and throwing my leg over a horse's back.  But the truth is I'd never have a chance of settling deep into the saddle if it weren't for a two-foot strap called the cinch. 

A cinch is the part of the saddle that wraps tightly around the horse's belly.  If it isn't snugged up nice and tight, as soon as I put my weight on the stirrup that saddle will slide underneath the horse and I'll end up on my backside!  But if the cinch is strapped securely in place, I can climb up into the saddle with confidence and take my horse up the trail.  

Great customer service is much the same.  It's purpose is to make your clients feel valued and important. It's the cinch that holds the rest of your organization in place.  If it's snugged up nice and tight where it belongs, you can climb into the saddle each day, serve other people with pride and confidence and take your organization where you want it to go.   

Customer service is also making your co-workers feel valued and important.  There shouldn't be a double standard in how you treat people at work.  The same respect you extend to clients should be extended to the staff, too.  When you do, your clients will keep stampeding back and your employees will want to stay.

Here are some strategies that will make great customer service a cinch in your organization:

Cock an ear their way

Whenever I work with my horses, it's important that they be listening to me.  The way I can tell if they're focused is by watching their ears.  When one ear is cocked my way, I know I have their attention and that we'll get things accomplished.

Whenever a client is interacting with you, it's vital that you cock an ear their way.  In other words you must be listening, making eye contact, using their name and giving them your full attention.  Being totally present like that makes them feel like they're the most important thing in your world at that moment and that you are ready and happy to serve them.

When you cock an ear toward co-workers it has the same effect.  They feel cared for as individuals and valued for the job they do.  Staff members will have a tendency to work harder and to stay with the organization longer.  It's a very powerful retention tool. 

Toss them an apple

In the fall, as I'm out doing chores, I like to walk out to my apple tree and throw a few apples into the corral for my horses.  I don't do it because I've just worked them hard or because we've just gotten back from a long trail ride.  I toss them apples just for fun.  It's an unexpected delight and they love me for it!

Customers love it when you do unexpected things for them.  Treats, discount coupons, fun banter, and personalized service are all great surprises that show you're willing to go the extra mile to please your clients.  They're delighted by the special attention and want to continue to do business with you.

Co-workers enjoy being thrown an apple once in awhile too.  Helping someone finish a job, doing more than you're asked to do or extending encouragement are all tasty apples you can toss into the corral.

Upgrade your broken tack

One spring day I had my horse tied to the fence when something spooked her.  She pulled back so hard that the clasp that attached the halter around her head to the lead rope broke and off she galloped.  When I replaced that broken clasp, I made sure to buy a bigger, stronger one.  I didn't want to be dealing with the same problem all over again (actually the next time she pulled back, the new clasp held and she pulled the fence down, but that's another story). 

No matter what industry you're in, mistakes will be made.  There's no getting around them.  When they happen, the key to great customer service is to do more than make things right - it's to make things better.  Do what you can to make up for a customer's inconvenience; give them a service for free, upgrade their order or offer discounts for future products.

Also, when a mistake happens, look at it as a great opportunity to really let your exemplary customer service shine.   Now's your chance to prove that you are eager to please and can come through in a trying situation.  Customers usually respond favorably when employees work hard to make things better.

Strike while the iron is hot

When a blacksmith wants to bend a piece of iron, he lays it in the fire until it glows red hot and is pliable enough to work with.  Then he works fast to shape the iron before it cools down and hardens.

When clients come to you with complaints, it's important that you strike while the iron is hot and take care of their needs immediately.  The longer you make customers wait, the more upset they get with each passing minute.  Their annoyance can escalate until what was originally a simple problem to fix compounds into a nasty confrontation.

Kick up your heels

Have fun and make your job as enjoyable as possible.  Work is far more than tapping the right keys on the computer; it's creating a positive experience and making a great connection with everyone you come in contact with.

I'm not suggesting that you goof off at work, but to enjoy your job.  Smile and laugh with clients, exchange light-hearted banter with co-workers, bring snacks, celebrate birthdays and order pizza once in awhile.  Make your work environment a warm and positive one. 

The bottom line of customer service is taking good care of people and making them feel important. It's being personable while you're being professional and it's one of the most effective ways you have of retaining both clients and employees.  When you follow these simple steps, you'll find that great customer service really is a cinch!

 

About the Author

© 2008 Kim Gibbs, Speaker/Author/Cowgirl. Kim shares her western wit and wisdom to give organizations a leg up with motivating employees, customer service, wrangling stress, effective communication, achieving success and reversing negative attitudes.
Find out more about Kim's presentations and products and claim your complimentary report on the 15 Biggest De-Motivators in the Workplace at http://montanaperspectives.com or contact her at kim@montanaperspectives.com or 406-240-7882.