It’s amazing at how little it takes to be a hero in today’s business world. In an era in which business “leaders” use technology to increase “productivity,” we find customer satisfaction ratings declining at alarming rates.
Talk to any of your friends and they’ll regale you with stories of how fed up they are with automated answering systems, difficulty in finding a support person to talk to, lack of responsiveness from companies that purport to be “in business.” And these are just a few of the complaints that we hear about organizations…regardless of size or industry.
Simplicity of being a hero
All that it takes to be a hero is to listen to what customers don’t like about your competitors’ offerings, then do the opposite.
Be responsive
I’ve lost count of how many times I’ve contacted a business because I needed what they offer and have gotten no response. NONE.
Responsiveness is an indication of what prospects can expect of you in terms of quality and timeliness. Slow response times raise questions in consumers’ minds about what kind of quality and service they’ll get for their money, now and in the future.
Even if your response is: We’re booked solid for the next three weeks. Could I call you then? You’re showing respect for them and their needs while, simultaneously, offering them the choice of waiting or pursuing other sources if their need is urgent.
Integrity
In the previous example, telling a prospect that you can’t serve them during the next three weeks is honest. It let’s them know that you’re trust worthy…and that you care about them.
It also let’s them know that your offerings are in high demand which may result in a decision to wait.
You highlight your Integrity, and interest in their welfare, when you tell prospects that your offerings don’t fit their needs. There is no greater expression of confidence, integrity and genuine concern for the welfare of others than this form of integrity.
Reliable
Doing what you say you’re going to do within the timeframes you indicated they’d be done, is another way to become a hero in your customers’ eyes.
A common complaint these days is that delivery is delayed without explanation of why delivery is being delayed or when delivery can be expected.
Communication
My wife and I recently had our concrete porch and driveway replaced. The contractor we hired possessed all the qualities mentioned above PLUS the crew leader let us know each day what they had done and what they were going to do the next day.
In addition, he made me aware of a mistake they’d made and how they were going to fix it.
A dear friend of mine, Richard Terry, Accolade Kitchen and Bath, is touted by his customers as being an exceptional communicator. Richard often enjoys his customers becoming his friends. What a testament to the power of communication.
Cost trap
All too often business owners explain their decision for not dealing with customer annoyances saying that they need to keep costs down to remain competitive. Bull! Customers pay extra to avoid time and energy wasters. Those who won’t pay extra, don’t place much value on their time. The question you have to ask yourself is: Are these the people I want to work with?
When you possess the qualities listed above, you provide your customers with incredible time, and energy, savings. When the above qualities are missing, customers not only waste time, they feel their energy being drained from them. Conversely, when you operate using the above qualities, they not only expend less time, they’re energized when working with you…primarily because it’s such a rare experience these days.
Takeaways
It doesn’t take much to be a hero in business these days:
- Be responsive; preferably same day or early next day.
- Deal from a position of integrity; they’ll trust you quickly and implicitly.
- Be reliable; do what you say you’re going to do or give them a heads up when something out of your control pops up.
- Communicate frequently; it’ll keep them from wondering what’s happening or whether you’ve forgotten them.
Finally, don’t be afraid to charge higher prices than your competitors. Hero service requires additional time and effort from you and your staff. People will pay extra for the peace of mind your company’s efforts afford them.
If you’ve found this post helpful, please share it with your friends. It’s a great way to let them know how much you care.
If you’d like the leaders in your organization to learn how to use the numbers more effectively and dramatically improve the productivity of your workforce, contact me to learn more about these resources:
Resources
Making the EXCEPTIONAL Normal program helps you identify and nurture emerging leaders who elevate all around them to higher levels of performance and greater job enjoyment.
Financial Awareness & Strategy program where employees learn to identify opportunities to improve financial results and prioritize these opportunities on the basis of which produces the greatest impact with the least effort. Greater financial awareness = Better decisions.
Leave a Reply