Brad Rhame

Motivational Thoughts on Success, Leadership and Martial Arts

Archive for the tag “customers”

11 Jul 2022

The Art of Customer Service

The basis of the words “Customer” and “Service” come from “Custom” and “Serve”.

When we are helping anyone anywhere in the world and offering them elite customer service, then we should be serving them in a customized way.

Too often people think of customer service as a way to ask, “How may I help you?” and then proceed with generic or common answers. The art of customizing every interaction is lost in the mundane daily tasks. We get so caught up in making every day the same and thinking that every customer is the same, that we forget that the experience is what brings people back to our establishment, time and time again.

If a woman walks into a clothing store and beelines for the “Customer Service Counter” so she can complain about a transaction or return a piece of clothing, then we should be asking questions with the intent of listening. We should seek out ways to make this experience better and at the same time make it unique to her. Everything starts with body language, facial expressions, and tone of voice.

There are tons of YouTube videos and books on body language. There are even college classes that have this as part of the curriculum. With that said, I do not feel the need to go in-depth on body language, facial expressions and tone of voice.

What I would like to say about those things is to picture yourself speaking with the nicest person in the world or that you know. Imagine they are standing right in front of you. By changing the way you interact with someone, it can affect the way they respond

We all have bad days. We all get tired of doing the same thing every day. At the same time, we get tired of not having a good experience at an establishment. I can’t think of one person who wakes up and thinks, “I sure hope everywhere I go today gives me a hard time and makes it miserable to be there!” Each of us desires to enjoy ourselves and if we aren’t, then we hope someone changes that for us.

And if that doesn’t happen, then we usually end up going somewhere else.

My goal is to be the best at customer service, that anyone has ever seen. I know that by having that standard I will give them great service in my eyes and hopefully in their eyes too. We can’t make everyone happy or super excited that they met us, but we can always give it our best shot.

So, the next time someone walks up to you lift your body from the chest, reach for their hand (if it is appropriate), give them a good handshake with an even better smile and ask them what you can do for them. Then, proceed to listen, as if this person is your favorite person in the world to be around. Give them your undivided attention and truly seek to understand their problem or desire. Then, do everything you can to make that happen. And never let them go without doing something extra for them.

I used to work at a pizza joint that had an acronym of AGG. Apologize. Give them what they want. Give them something extra. Giving something extra doesn’t always have to be physical or tangible. It could be an extra bit of advice, directions or a recommendation. People love great service. They love to be entertained.

Why do we go to amusement parks?

Why do we go to comedy clubs?

Why do we go to movie theaters?

Yep, for entertainment. We love to be entertained. We love the experience. We love walking out of a place with a smile on our face and our heart feeling full.

That is the purpose of CUSTOMer SERVice.

Make it unique.

Make is special.

Make it as effortless for them as possible.

If you do this, then you will always have customers and you will always be in business.

I promise!

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13 Mar 2015

How Great Managers Succeed – by Brad Rhame

Good mangers manage processes, while Great managers lead people.  I have a saying I like to throw around and that is, “Companies(buildings) don’t run themselves.”  It takes people working together to build a great company.  People can make or break a business…daily.

 

Have you ever arrived at where you were going, when you never had a destination in the first place?  What about getting to that same place, for the first time, without a map?  That is precisely why companies have vision and mission statements.  They also have an assortment of goals that keep them on the road(mission) to success(vision).

 

Those things are definitely needed for a company to become great.  It is also highly recommended that current and potential clients be given first class treatment.  You want them coming back and they are your biggest advertisers.

 

It is great to want to put the customers/clients first, but if your team is not happy, then you are not growing(in a healthy way).  Sure, a company can grow, but the turnover will be higher, if the employees are not put first.  Happy employees make for happier customers.

 

As a manager you need to control the processes, while tactfully leading your employees.  They need to know you have their back, or a time will come when you need them to have yours and they will not be there.  Employees are like plants that need to be nurtured.  They also need breathing room and the ability to grow.  Some need more attention than others.  There needs to be a balance of positive feedback and constructive criticism.

 

There are some employees that are like loyal dogs.  You can beat them daily and they keep coming back.  Sometimes it is because the money is too good and other times it is because they cannot get another job…right now.  The days of “old school” management are over.  People want to be treated better than fair, whether customer or employee.

 

If you want to have a chance at becoming great, then you have to be great to those that work under you.  Remember their birthdays.  Throw them “thank you” lunches or parties.  Have an “employee of the week” award.  Walk by and shake their hand for a job well done.  Thank them for a great idea.  Admit when you are wrong.  Laugh, or at the very least, smile more.  BUT…more than anything, show them you care.  And before you know it, you will have a company on its way to becoming great!

 

Best of luck!!

And like Zig Ziglar used to say, “I’ll see you at the top!”

 

 

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