I was training a wonderful group of people the other day, when we were talking about giving our customer “tribes” something worth sharing with others about their experience with us. I asked for examples of exceptional customer service.
Here are some of the responses:
“Listen to what they have to say”
“Communicate to them in their own style”
And I stopped….
These were all valid answers for good customer service, but exceptional? I was hoping for inspiration! I was looking for something to move my heart!
And then I realized something.
In this group where the average age was around 25, they were speaking about their own experiences of customer service, and that’s when I made the connection. When you think that for many of these young people, their experience of sales people has been limited so far to the items they purchase: cars, clothes, phones, and so on. Mainly B2C. And the picture isn’t wonderful.
And it reinforced why I’m on a mission with The Sales Dr to transform the world of sales so that sales people love it again and our customers and clients want more of us.
Unfortunately today, there are so few examples of exceptional customer service that the above examples which once upon a time would have been pretty much a basic level, are quite often today rarely found. Especially in the B2C space.
Is this because sales people don’t want to? Or, because they don’t know how?
I think communication to create real needs to be taught, practiced and honed into an art form that is a pleasure to participate in. Wouldn’t that make it easier to jump out of bed in the morning?
Sales is such a wonderful opportunity to make a connection with someone. As sales people, we’re able to provide another person with an experience that is a delight to both parties, and which creates value for both.
If you know that you have made that person’s day happier, more informed, easier or inspired I can guarantee the boost in oxytocin for you both will be well worth the effort. And you’ll want to chase that feeling again!
I would love to hear from you about your experiences as a customer of exceptional service, because I love sales and am proud to be in a position where I am able to connect with people and get to know how I can help them. Your stories will inspire me and others.
Have a great week.