Offering good service is of prime importance in any industries. There are no exception in any case. Many would have thought that they could merely pass it off by doing the bare minimum, by fulfilling the objective requirements of their jobs. but, there is really a need to go the extra mile in terms of the provision of good services.
"To deal only with the superficial trivia without seeing teh deeper, more tender issues is to trample on the sacred ground of another's heart."
-Stephen R. Covey
This couldn't have been any more accurate. It captures the essence of service. Every little things you do for another are actually appreciated by him. The reason why you feel that it is nothing more than a simple gesture is because the other party is suppressing his heartfelt satisfaction and happiness.
For example, how do you feel when you discover that a flower, which you have been staring at in the lobby of the hotel for a couple of minutes, in your own room after you checked in? How does the bellboy feel when the manager offered to carry the luggage on his hands when he is struggling with them? What if you give a hand-made birthday card to your subordinates, listing all their contributions to the company and to you, on their birthday? What if you buy in supper for your employees who have to work over-time? All these little actions seem trivial and in fact unimportant, but they all have a personal touch attached. People have eyes to see and heart to feel. They will be touched one day. Also, it could easily penetrate through their emotional barrier against you.
Once you begin to push the flywheel with consistent, unconditional love & care, anyone will give in eventually. It might take longer for people who might be skeptical about your efforts. However, once they truly sense your sincerety, they will break the barrier and open up to you.
In fact, this applies to customers as well. Notice how people always go back to the hairdresser they favour regardless of the price? Part of the reason is because the hairdresser can do the hair they prefer. However, aren't there better hair dressers out there? Why don't they patronise them? In fact, hairdressers are one group of people in your life that can best relate to you. notice how they greet you whenever you enter teh salon? They always highlight issues pertaining to your interests automatically without any prompting.
One of the psychological reason is that people tend to open up and speak of their secrets and personal problems when they are "touched", literally. When the hairdresser touches your hair, you automatically feel that she seems to know you very well. You no longer fend against them. All the cynicism and skepticism are removed instantly. It is this intimate touch that tells your sensory neurons that he's safe. I can tell him things. Everyone has the propensity to let someone whom they trust touch them. If it is someone you abhor, you tend to shake his hands off your back without any hesitation.
One great example of a service oriented company is none other than Caterpillar. It is well known for its commitment to the delivery of its products within 48 hours no matter where you are. If it fails, then the products will be free of charge.Caterpillar has grown to be the world's largest maker of construction and mining equipment, diesel and natural gas engines, and industrial gas turbines.
When inquired, most of the customers expressed that it is the service, that the deliverymen provide, that impresses them. It is the service that keeps them coming back for more. Caterpillar has always placed great emphasis on training for employees of all lelvels, especially for the deliverymen. They believe that after all the execution, the deliverymen are the ones that have the lst contact with the customers. it is truly up to them. How are they going to handle frustrated customers? What if they wanted the deliveryman to install the equipments for them? How are they going to handle the questions posed by the customers and what if they can't answer them? Which is better? Getting teh answer from the deliveryman later on or getting it from the telemarketer? Which reply will make the customer more satisfied and touched? That's the amount of effort Caterpillar put into their employees of all level. Impeccable.
No comments:
Post a Comment