They say that one major key to a successful business is how to keep your customers and attract the new ones. Actually, the real secret is, if you keep the old ones, attracting new customers is no longer a problem. The old customers will advertise for you through endorsements. And first-hand customers’ reviews are the strongest and most effective way of marketing.
So, what really is the key to a good customer service? Aside from providing them the WIIFM’s (what’s in it for me?) and wowing them, there’s actually a secret to a world class customer service. Uniqueness, politeness, accommodation, and many other factors and characteristics can be linked with a good customer service but some businesses still fail because they don’t really visualize it the way it has to be perceived. Most business organizations tend to teach employees on some keys that the whole thing doesn’t become natural anymore. Now, I’d like you to see it in more abstract way. If you can teach this to your employees, I assure you that the clients will never stop from coming.
First is, you have to understand that everything is energy. You have your energy and you transfer energy to people by talking, touching, or just simply being in the same place with them. In the same way, you are affected too by people’s energy when you interact with them. Now, one secret of a good customer service is empowering your customers. And this can be done when you transfer your energy to them.
A receptionist can use polite words or simply do what a receptionist is supposed to do and yet, fails to empower a client. Customers feel energy. Even if you have the sweetest smile but your energy is radiating otherwise, customers would feel it. So basically, customer service is all about transferring energy. There was this quote from Maya Angelou, one of my favorite, that says: “People will forget what you said. People will forget what you did, but people will never forget how you made them feel.” This is a fact. In the same way, our customers may forget the service or product we provided but never how we made them feel.
So, if the secret to a good customer service is empowering customers, the only way to do that is to transfer energy to them. So, how do we transfer empowering energy?
It’s all in the mind. We need to have a mindset that all customers are equal. Of course, we all know that they are not. But if you will give the same and consistent empowering energy to all customers, they will definitely come back. Empowering energy is the energy we transfer that makes them feel capable. Special. Prioritized. Wealth is another empowering energy so making them feel wealthy is also a big factor. It’s like serving a royalty. When you know you’re in front of a person from the royalty, you’d most likely feel the need to please them and your gestures and energy will show that. They would feel important and your good customer service doesn’t look like scripted or forced.
Here is what I do to transfer empowering energy. I often imagine one very important person that I really look up to, a celebrity or anyone that I dream of meeting in person, and I treat every customer as if they are that person in my mind. It works like a magic. They feel that their sense of approval is important to me, and it really is, and they start feeling good about themselves. And the result? 100 percent customer satisfaction and pouring of customers’ tips.
It happened too many times to me to that I go back to the same restaurants, spas or coffee shops not because of the food or service but because of the customer service. They don’t say I’m special but they make me feel like one. They make me feel good so I endorse them to my friends as well.
If you are training your employees to good customer service, don’t just give out points to do or spiels to say. Teach them the concept of empowering the customers. In some business, they have “the customers are always right policy.” But to my business, I never had a single complaint because my staff understand that “customers are all kings.” -M.D.
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