This is Customer Appreciation Month in the U.S., and it shouldn’t be!
I say that because I’ll never understand why EVERY month shouldn’t be Customer Appreciation Month! Sadly, I see more and more evidence to the contrary every day! I can’t remember a time when service levels were as low as they are right now—in every industry. Ironically, the opposite should be true.
Oddly enough, today’s economically challenged environment has created somewhat of a level playing field. Think about it. Regardless of the product or service offered, most everyone has been forced to provide the lowest of prices, a variety of choices, constant sales, discounts, and promotions and the highest quality available. To do anything otherwise could lead to disaster. I don’t recall ever seeing so much price-matching in the marketplace as we see today.
While everyone seems willing to execute all of the above strategies in hopes of surviving and maybe even thriving, why does everyone seem to avoid the obvious strategy of providing that rare missing element in the marketplace today—good service? It’s so obvious, so inexpensive, so desired, and so game-breaking. And yet so difficult to find!
Let me challenge you to a simple exercise that will shock you upon completion.
For one week, pay close attention to how you’re treated as a customer. You might be surprised at the number of times you play that role in a single day. Consider the grocery store, restaurant, retail store, barber or beauty shop, taxi cab, airport, hotel, theater, and the list goes on and on. Keep track of the number of times you were treated as though you were appreciated versus the number of times you were taken for granted or even mistreated. You will certainly be disappointed as we have become immune to poor service and have even grown to expect it.
It takes so little to make a BIG difference in the eyes of those you serve. Watch the following video and then discuss it with your staff. Tap the creative juices within your organization to create strategies that will WOW your customers as the young man in this video did for his. You’ll reap fantastic benefits and feel better while doing it! And you’ll be unbelievably unique in today’s service-less culture!