By Katharine Giovanni
Be sincere! Engage and show genuine interest.
Don’t be a robot and sound like you’re reading from a script. Be yourself. Show your personality while being polite and courteous.
Trust your intuition.
Intuition is your body’s operating system. Plus it works whether you believe in it or not. It’s that gut-feeling you get. That inner voice you hear. Trust it. The little bird on my shoulder has saved my life more than once.
Be positive 100% of the time.
Smile! Be warm, friendly, and approachable. Plus, always say “it was my pleasure” versus “you are welcome.”
The customer always comes first. They are your top priority.
While you are with your customer, either on the phone, virtually, or in-person, they are your entire world. Never take a personal call, or answer a text. Give them your FULL attention.
Always clarify the problem. Don’t assume. Ever.
When a client has an issue, write down all the details and then repeat it back to them to make sure you got it right. Never assume.
Be reliable.
Follow-through on everything you promised to your customer. Follow-up to make sure they are happy. Always under promise and over-deliver. Do they need it by 5? Get it to them by 4.
Empathy.
Show empathy when a customer is sad, mad, scared and the like. “I am so sorry you had to go through that. I can only imagine how hard that must have been for you” is my standard reply. I never ever tell them “I completely understand” because you don’t. Even if you have been through the exact same experience, you still don’t know how it affected them personally. We are all snowflakes with different thoughts and experiences.
Go 5 steps beyond, not just 1.
Take a look at all the services you offer and ask yourself how you can take it five steps further? What additional assistance can you offer to make it a better experience for them? For example, several cruise lines offer you warm hand towels when you get back on board. Hotels offer hot cookies when you check-in and mints on your pillow. Some independent concierge will leave candy for the kids and dog and cat treats on the kitchen counter when they leave. Always, and I mean always, leave people better than you found them.
Until next time!
Katharine
