My wife and I went shopping several times in the past week as you do this time of year. Sadly none of people in the stores we bought goods from provided us with a remarkable service experience. Many stores missed out on our custom because they failed to provide us with any service at all! And so because we have vast choice we simply went somewhere else.

Yesterday we spent several hours in one large DIY store. We wanted particular products only this store could provide, hence the time we spent. We were told by one so called sales assistant, whom we had to plead with to give us any kind of real assistance, that we could list all our purchases on the computer prepare a quotation and simply take that to the checkout where others would pick our order and deliver it to our home. All for a fee of course which I have no issue paying. After some persuasion from me the assistant completed our order and printed the form.

When we arrived at the checkout we were told we would have to go back as the quotation form we had was on the wrong form. I protested saying that if this problem couldn’t be fixed on the spot our order of several hundred dollars wouldn’t be proceeding. Only then did we get the kind of service we demand, desire, and feel we deserve.

How remarkable is the service experience your people are providing your customers? How many people prepared to buy your product go somewhere else because your people don’t really get it?

Start 2008 off on the proactive foot by finding out what your customers demand, desire, and feel they deserve and then employ and teach people how to deliver such value in memorable ways. Doing so will mean more customers buying more from you and probably the best year you ever had.

Be remarkable
Ian
Insightpreneur™ - insight-inspiration-ideas-innovation

Labels: Ian, service