Sample chapter from audio book

Transcript

Note: Transcripts are generated using speech recognition software and may contain errors.
the stickiness factor for customer service teams. Teamwork makes the dream work. John Maxwell. These eight action items will magnetize your customers to your business. Number one. Make courtesies simple for all the team to adopt. Team courtesies are powerful when you stay at Marriott Hotels and call the operator for assistance. Their immediate response is it's my pleasure. The customer is surprised, elated and relieved that the request is not going to cause a fight or a conflict. The customer service operator has just said it will be his or her pleasure. It leaves a big smile on the customer's face. Though the operator may not see it, it's there for sure. Number two do something unexpected at the Raffles Resort in Singapore. The Superior customer service raises the bar exponentially for resort amenities. When you call to inquire about computer Internet connections, your personal butler comes to your room. He or she asks for your computer, puts in the necessary password and hands your computer back to you, ready for you toe work or check your emails. That is unexpected. Usually, when you stay in a hotel or resort, you call the front desk to ask about Internet service or the password, they may tell you there is a fee. Share the password and how to go online or go down the hall to the business center. The service at Raffles does Theis Extreme, Unexpected, Very well. Number three. State your mission concretely and live by it. Herod's in London has a concrete mission that they live by of their 3500 employees. They all go to incredible lengths to create the ultimate retail shopping experience for their customers. They're constantly striving to improve their service with the skills and dedication needed to make magic a daily reality. With that kind of stickiness, Ah, customer wants to return to Herod's every chance he or she gets number four. Make your message believable. Southwest Airlines has been a successful entity for over 50 years. Their message has been consistent with one simple vision. Quote. If you get your passengers to their destination, when they want to get there on time at the lowest possible fares and make darn sure they have a good time doing it, people will fly your airline end quote said Herb Kelleher, past President Southwest has a believable message that ISS certified every day on thousands of lights for over five decades. It makes a sticky message that people believe in number five. Capture feelings. Hallmark cards and their retail stores have commercials that tug on your heartstrings. The ads encourage you to link up with someone. Sending a card will brighten your life as well as theirs. Hallmark, as the leader in greeting cards for over 100 years, is synonymous with emotional stickiness. They even move their stickiness to Hallmark. Movies, books, theater productions and all are known for their excellence and heart tugging message. They do capture our loyalty with feelings. Number six create stories with your customers. Geico creates stories with their customers to provide a platform for marketing their services. The TV commercials are fresh and alive. Famous personalities are paired with everyday people to tell their riel stories. Not only are the commercials memorable, the personalities and stories are as well. It makes people laugh. And that's sticky, too. Number seven make every experience a memory. Disney works to create every experience in their amusement parks, stores and hotels as a memory. The place is air magical. It is true, however, their idea of customer service is to think of customers as guests in their home. When you think of Disney, you think of wholesome fun for the entire family. The memories stick in your mind from the very first parking of your car in the goofy parking sector to meeting Princess Ariel in fantasy land. Creating a memory for your customers is a sticky factor. They will remember and return number eight. Create an elevator pitch. Please see Chapter 12 for the complete explanation and example. The stickiness factor for customer service teams lets us apply techniques to re a world offices and businesses and get creative. Think of your office and how these eight sticky points can enhance and expand your business, your service and your profitability.