From one of my favorite books: 212° Service
Everyone on our team needs to know these important words!
“I APOLOGIZE FOR OUR MISTAKE. LET ME MAKE IT RIGHT.”
When something goes wrong, most people just want to be heard and acknowledged. So breathe, listen, respond- apologize, then ask what you can do to make it right. And make it right.
9. The NINE most important words:
“THANK YOU FOR YOUR BUSINESS, PLEASE COME BACK AGAIN.”
Do what it takes to keep your customers. You spend time and money getting them. Repeat customers cost less than new customers and are often more loyal.
8. The EIGHT most important words:
“I’M NOT SURE, BUT I WILL FIND OUT.”
It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job.
7. The SEVEN most important words:
“WHAT ELSE CAN I DO FOR YOU?”
Be prepared to go the extra mile; there is less competition at the top. Be service minded- always.
6. The SIX most important words:
“WHAT IS MOST CONVENIENT FOR YOU?”
Your customers will be pleasantly surprised when you ask what’s most convenient for them- not you. Find employees that get this and your business will grow.
5. The FIVE most important words:
“HOW MAY I SERVE YOU?”
This question reinforces your role in the relationship. Play that role, teach others to play that role, and really do the best you can.
4. The FOUR most important words:
“HOW DID WE DO?”
Feedback is critical! Your customers have a unique perspective and they appreciate being asked. Listen to what is being said.
3. The THREE most important words:
“GLAD YOU’RE HERE!”
Customers who feel welcome spend more time, more money and are more likely to return. Make others feel special and your day will be more joyful.
2. The TWO most important words:
“THANK YOU.” not "no problem"
Basic manners…right? Common sense right? Common sense is not so common.
1. The ONE most important word:
“YES.”
Take care of it and empower your employees to do so. Provide the service. Find a way. Become a Yes person to your clients.
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