06 Oct MAGICAL WORDS OR GESTURES CAN CREATE MAGICAL MOMENTS
Question: How can I elevate my level of customer service?
Sometimes just changing how you say what you say or doing a little something extra makes the real difference for the customer, as well as you and your organization.
Have you ever had a salesperson say or do something for you that really made a difference in how you felt about them and their organization? Maybe it was only for a moment or perhaps it was long lasting. What they said or did made your day.
I’ve always enjoyed offering the best service I can to my clients, so I like to choose words that mean something special. And because I’ve learned some great things to say from other people, I will occasionally catch myself saying something that I’ve inadvertently copied from a really good salesperson. What they said or did gave me a warm rush of happiness. It created a “wow” moment.
Try to discover what your magic words or deeds could be. You might also want to think and draw from your bank of golden phrases that someone said to you.
In my course “Customer Service REINVENTED”, I am always looking for…
” Magical Phrases YOU Say to Make Someone’s Day.”
Although I can’t list all of the great phrases or moments that I’ve compiled, I thought I might share just two of the simpler ones with you by setting up the situation and then telling you what the person said or did.
There’s a barista at a new Starbucks in Florida where I go who has been working there since they recently opened. His name is Kyle. He always has a smile and a great greeting that makes your day. One day he suggested a special imported Colombian coffee to me that I’ve grown to love. Its a more expensive one, but it’s worth it.
The other day when he handed it to me, he said a phrase that was magical. He handed me my coffee that he prepared. It’s a reserve coffee made in a Clover ( a special reverse French press machine). I thanked him for the coffee and as he handed it to me he said, “As always, it’s a pleasure.” Those words were short, sweet and magical.
My wife and I made a trip to Bed, Bath and Beyond to buy the perfect vacuum cleaner. (We owned all the ones that aren’t perfect.) I went to find a clerk and we walked back to where my wife was already looking at the vacuums.
As I took the clerk to the aisle where my wife was, she stopped behind me in the main aisle of the store and said, ” Do you mind if I fix your collar?” (One side of my collar was in and one was out.). I told her I’d appreciate that. As she straightened it I was thinking that very few clerks would take the time to do that for a customer. We then walked back to the vacuums, and of course found the perfect one. Her kind gesture to me makes me want to seek her out whenever I need product advice at that store.
YOUR ACTION STEP FOR THIS WEEK:
What are your magical words that you could say that would be exclusive to you?
What is something you would do for a customer that would stand out as a magical deed?
Now take action.