Customer Service – A Little Goes a Long Way

Customer Service – A Little Goes a Long Way
by Cindy Stradling CPC, CSP

Recently a friend of mine was sharing the excellent customer service experience she had during their annual Christmas function.  She told me how the catering company had taken care of every detail, including emery boards in the washroom.  As she was speaking a memory of a time I had were I felt so very taken care of, came to mind.  The entire incident came vividly back like it was yesterday.

I too was at a Christmas function at the Royal York Hotel in downtown Toronto.  We were a very small group of about 50 people.  The meal was a buffet set up and waitresses walked around offering us champagne, wine or spirits to drink.  They were smiling and attentive, exactly what you would expect in a place as prestigious as the Royal York.  The food looked spectacular and the room was decorated in a classic Victorian style Christmas.   I was standing chatting with a colleague of mine when she offered me a piece of brie with cranberry on a cracker.  It looked delicious and I declined, explaining to her that I was gluten sensitive and didn’t want to take a chance on eating the cracker.

My colleague expressed her concern and how difficult it must be to eat out with such a sensitivity.  I said it really didn’t limit me; I just needed to be careful.    As we continued to chat, one of the waitresses came over to me and excused herself.  She explained that she had overheard my conversation and asked me if I would like her to get me a gluten free plate.  Both my colleague and I were so impressed with this young lady.  I gratefully accepted her offer and when she returned she gave me this wonderful plate of chicken, salads and cheeses, all very delicious and gluten free.

At the end of the evening I thanked her again and also found out who the manager was and told her the exceptional customer service experience I had that evening.  That incident happened over five years ago and I still remember the experience as though it was yesterday.  I learned so much from that short interaction and it has helped me with my level of customer service.

If we look at this situation, what can you and your customer service team learn from it.  What can you do in 2013 to create an experience that would be remembered five years later? 

What immediately comes to mind is go beyond what is expected.  Everyone expects good customer service, but having a commitment to give great or exceptional customer service can be the differentiator.  Look for small ways to make a difference.  Listen and pay attention to what your customers are saying and ask yourself “Is there something I can do here that could have an impact that will last 5+ year?”  There may or may not be something you can do every time, but by asking the question there is a higher likelihood over the year you will have absolutely delighted your customers on more occasions.

Think of a time when you have been delighted.  What made it so special?  What was your experience? How can you transfer that experience into your workplace? 

Remember this quote by Mother Teresa: 

“Kind words can be short and easy to speak, but their echos are truly endless.”