Adding extra value doesn’t have to be an expense or a cheap gimmick. In today’s economy price may be king, but value for money is the crown on the king’s head!
Your company may provide a service or product that is priced right and fills a need or want for that customer, but what can you do to make sure that you are more than a better price?
That you become so valuable to your customers that you are like the air they breathe or the water they drink? You can provide thoughtful, value added customer service. You can provide your service or product, and then some.
Adding extra value doesn’t have to be costly or a cheap gimmick, but rather a thoughtful extra that lets your customers know you value them and their business.
How can I get my employees to adopt a thoughtful, value added customer service attitude?
1. Model – Employees observe team leaders, supervisors, managers and executives to see if customer service initiatives and themes are the ‘flavor of the month’ or a way of life. Leadership needs to take the initiative in changing behavior.
2. Train – The younger your employees are, the more they will need to be taught what to say, how to say it and to practice those new people skills to master them.
3. Evaluate – Use a third party to evaluate customer experience and share those results with your team each month. The best evaluation system provides documentation and coaching for individuals along with team statistics.
4. Reward – Brainstorm with your team on what types of rewards they want. Some are motivated with public recognition while others prefer a personal thank you or money. Provide a coupon for an hour off or provide a front parking spot to reward your team without spending cash.
Remember: People seldom remember what you do, but they always remember how you made them feel.
About the Author
Lori Miller is President of Tooty Inc., a creative company devoted to evaluating, training, monitoring and mentoring your customer service and sales teams.