Whenever I speak on the topic of customer service, I ask a few “audience participation” questions at the beginning to get the group warmed up and introduce my topic.
One of the questions often ask is, “How many of you get “Who’s the Boss” Customer Service? The level of customer service that says to you, This business really understand that I, the customer, am the boss. I give them every pay check they’ll ever get.”
How many of you get that kind of customer service most of the time? No hands go up.
When I say half the time, a few hands go up.
When I said 25%, a lot of times most of go up.
When I said 10% of the time, again, a few more hands go up.
Frankly, I am usually surprised by the number of people who say they receive “Who’s the Boss” customer service 25% of the time. For me, it’s more like 10%
I think it’s because I’ve harped on exceptional customer service so long that I have become jaded. Maybe my expectations of exceptional customer service have gone beyond what’s likely to happen.
I do get it 10% of the time, so I know it’s possible, so I’m going to keep my expectations high. I’m going to stay with my fanatical approach to exceptional customer service.
But I need to warn you, when you get to the point where I am, you’re likely to be grumpy more often because you’ll go into places wanting and expecting exceptional customer service, and you’re not going to get it.
Like today, when I went to lunch. Most of the time when I go shopping or to a restaurant, I’ll say something to the clerk whether the clerk says anything or not. You probably do the same.
But every once in a while, because I’m a customer service fanatic and teaches others how to deliver Make-You-Happy Customer Service, I don’t say anything… just to see what happens.
I’m absolutely amazed at how often the clerk on the other side of the counter says absolutely nothing.
OK, I really don’t get Grumpy because I know that my clients who practice Make-You-Happy Customer Service love competing with, and beating the competition who doesn’t.
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