March 8, 2010

Can a Customer Create their own Dazzling Service Experience?

BE DiFFERENT or be dead outlines the philosophy of serving customers with the objective of dazzling them and gaining their loyalty.

It occurs to me, however, that there are some things that we, as customer, can do to promote and encourage our own service treatment that will dazzle us. So just maybe we can control our own service experience destiny.

In no particular order of priority, try these things and see what happens:
- engage with the server. Instead of taking the ‘ugly customer’ position where you are expecting great treatment, assume the ‘equal’ position and have a friendly one-on-one conversation with them.
- don’t demand things, ask for them. Demanding something in an authority position may get you something that you don’t expect!
- notice their name, remember it and use it. But PLEASE do it with a ‘I like you’ flavor.
- get to know something about them to show that you care about them as a human being. Learn a ‘secret’ about them and rainse it in conversation.
- help them serve you. For example, arrange the table when your food comes and hand them glasses that you don’t want. Don’t sit there in your authoritative perch and watch them struggle to take care of you.
- what you put out, comes back (‘The Secret’, remember?). In the service world this rings true because of the human interaction intensity. Treat people with kindness and respect and MAYBE, just MAYBE you will get the same treatment back.
- tip generously for dazzling service. The Tip is a medium of communication, and if you want a repeat performance show that you are delighted… with your wallet.

There you go. Your behavior as a customer CAN make a difference to architect a dazzling experience. It won’t work every time, but even one in five still makes it worthwhile doesn’t it?

Cheers, Roy

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Related Blogs
The Serving Customers Model
Serving Customers NOT Providing Customer Service
The Four Steps to Dazzle Customers
Customer Secrets

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Posted 3.8.10 at 08:16 am by Roy Osing | Read Comments (0) | Leave a Comment