I think the key to great customer service is to train your employees and make sure that they understand the company brand, and the company philosophy, and also empower them to make decisions to help within certain parameters. That seems to have worked very well here. We all feel empowered to put the customer first, help them and be a good resource for them. We know what types of decisions we can make ourselves without needing clearance, and we know when we need to ask a manager. It makes all of us feel better, overall, about our jobs, which, in turn, makes a difference in our Customer Service.

I think how we answer the phone is of critical importance. especially in today’s world of automated phone systems.

That’s the first impression for many potential customers. We should script it purposefully.

Drew

So we should choose them carefully.

Drew

It sounds like you get it. I wish more small business owners did. How do you work with your employees to teach them good customer service?

Do you have on-going training or how do you keep it top of mind for them?

Drew

Agreed. I am going to send him this post and all of your comments. That should deliver the message!

Drew

Like so many customers, I have just tolerated it. It’s incredibly convenient location-wise, the prices are reasonable and it felt like a hassle to find a new place to go.

But, little things build up, which I think is a huge message for business owners. And sure enough, I’ve found another dry cleaners. A little further away but very customer focused.

Which seems to be what matters more to me.

Drew

I’m going to print out this post and all the comments and mail it to him with a note. But….I’ve already found another dry cleaners.

So I am a lost cause for him. And I was a weekly customer so it was no small loss.

Drew

Drew

It’s not usually the owner who uses that language and body language. It is his employees — many of whom are teenagers.

It tells me he doesn’t talk to them about the stuff that really matters.

Drew

Very true. I think the difference between okay and great are some very simple details. But most business owners focus on the big stuff and leave the small stuff to chance.

Here’s a vivid example of what can happen when those details are ignored.

Drew

You are so right. We need to choose our words so carefully. That is one of the biggest misconceptions about business today.

You simply cannot over train your staff.

Drew

Drew’s statement: “Tiny Tweak. Major Difference.” hits home with me as well.

This also holds true for internet-based businesses where the personal link to your customers is the telephone.

It is amazing how immediately warm potential customers become simply being greeted on the phone by a person with a cheerful, positive inflection in their voice. After all, that is the same customer service I want to receive when I am on the other end of the phone.

That is, unfortunately, one part of the result of the ‘generic training’ – a really bad one… you have to say this… not that… and so on.. front desk is robotic and, sadly, becoming mindless.

I agree to Ed – you should send the owner a note

Cheers!

“The Entrepreneurs” will re-air Sunday at 10p ET on CNBC. The show features the founders of FEED Granola Jason Osborn and Jason Wright and the creator of SPANX Sara Blakely. They will be discussing the methods which led to their respective business empires. Additional web extras can be found at http://theentrepreneurs.cnbc.com.

Please let me know if you would like any additional information.
Thanks,
Kevin
201 735 4730