Be Different or be dead

June 25, 2012

Why the surprise element makes the best customer service experience

Source: Unsplash

Why the surprise element makes the best customer service experience.

A mind-blowing service experience is never created when people get what they expect.

Give ‘em what you have led them to expect; they will be satisfied and will give you a “C"on your service report card.

— A household move from Vancouver to Toronto on-time, on-budget with nothing damaged.
— A friendly server at your favourite restaurant.
— Food that is ok.
— A clean hotel room.
— A return telephone call that was promised.
— A flight that leaves at the promised time and lands with your baggage.
— A financial plan that delivers the promised financial benefits.
— Fixing a service blunder made by your local retailer.
— An online purchase delivered when promised.

No big deal. After all, you expect these things. And when they are delivered you are probably more relieved than anything else.

Iff you want to dazzle someone, blow them away, leave them breathless or WOW! them, you have to do something they DON’T expect.

You must surprise them with a spontaneous act.

A random act of caring.

It’s not about exceeding expectations. Trying to do more of what a person expects is not a good investment of resources. All it does is earn you a stronger “C” on your report card.

Earning an “A” on your service report card in fact has nothing to do with meeting expectations whatsoever.

Deliver what you promise and add the surprise element if you want incredibly loyal fans who will tell everyone they know how great you are.

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

• Posted 6.25.12 at 11:22 am by Roy Osing
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