Be Different or be dead

June 30, 2011

Why customer caring is way better than customer service

Source: Unsplash

Why customer caring is way better than customer service.

The organization that provides amazing customer service doesn’t provide customer service at at all, they serve their customers in an exemplary way.

Here’s the distinction. Most organizations provide levels of customer service that is governed by a set of internal rules and policies that are used to manage the customer engagement process.

Customer serving organizations, on the other hand, serve by putting the customer in control of the engagement process and by finding every possible way to say yes to what they want.

A recent experience at Duke’s Restaurant in Kaanapali Maui has opened up another distinction to me: taking care of customers.

Taking care is really a deeper level of serving

It has a dramatic impact when you feel it.

Taking care is more about my comfort during the serving process. Anticipation of potential areas of discomfort and dealing with them seamlessly. Almost going unnoticed.

Too many glasses of water on the table cramp my space. Reducing comfort.

Soiled napkins make the table unsightly. Reducing comfort.

Crumbs and food leftovers on the table having the same effect. Reducing comfort.

Pacing the serving process consistent with the unspoken needs of the customer. Flex the speed based on what is observed and felt by the server.

Heather, from Southern California, effortlessly ensured our comfort level was taken care of without invading our space and I almost felt that if I had a morsel of Mahi Mahi on my cheek she would have removed it without my knowing

Did Heather reach this level of serving effectiveness by being well trained?

No.

She was born this way.

Bottom line:
— serve your customers by taking care of them;

— build an organization that says ’yes’ to them no matter what.

— take care of them. Make sure they are comfortable in your environment. Make them feel at home.

— And recruit people who do this naturally.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 6.30.11 at 11:00 am by Roy Osing
• Permalink