What Happened To 5 Star Service?
Regular readers know I love brilliant customer service.
I wrote a book on it.
I’ve trained over 100,000 people on how to deliver it.
I’ve consulted with some of the best organisations in the world on how to create it.
And you know how much I avoid negativity.
What the heck has happened to 5 Star Service?
Last weekend Christine and I travelled to London. You’d think high street retail would be delighted to have shoppers, ready to spend, come through their doors.
If you’re a retailer have a word with your staff and tell them that a smile and a ‘good morning’ goes a long way when somebody walks into your store.
Transport is packed.
Train journeys are taking longer.
And the prices have gone through the roof.
But that doesn’t stop some crew members on our train from taking pleasure in reprimanding passengers for putting their bags in the wrong place or questioning the possibility of a vacant seat.
Royal Mail used to be pretty good. Now, even paying for next day delivery doesn’t seem to ensure your package arrives on time.
And if you do make a claim, they add countless hoops and hurdles to put you off claiming the £11.50 you’re due.
That’s the Victor Meldrew bit over.
Let’s flip it.
Let’s look at this as a brilliant opportunity.
If customer service is getting worse, just think how much you will stand out by being better?
When a customer leaves because of bad service they rarely tell the supplier.
When a customer stays because of good service they rarely tell anyone.
Sorry. It’s called getting what you paid for.
But, when you craft five-star customer experiences not only do you build amazing loyalty, but you also create raving fans.
And they talk.
I’ll prove it.
Let’s finish this on a positive. I’d love to know who is providing brilliant levels of service.
Leave your comments below and I’ll send a copy of my book – 5 Star Service to our favourite contributor.
PS Monday evening at 7pm (UK) I’m hosting a free webinar for new and experienced writers called The 5 Keys to Publishing Every Author Should Know.
I’m also going to reveal the winners of our current Write That Book Challenge and share the details of the next Write That Book Masterclass (It starts on 25th May. It’s going to be the best – ever! And there are a few surprises too).
To register for a free place on the Webinar just click here.