If I go to a restaurantand the food is okay,but the service is great,then I’ll go back.If the food is greatbut the people aren’t,I won’t go back –and I’m in the cooking profession.Wolfgang Puck, Chef
Mints on the pillowdon’t mean a lotif the bed is not made.Focus on the basics first.
If you’re not servingthe customer,you better be servingthe person who is.Jan Carlzon
Understanding,thoughtful,concerned.Are these wordsthat customers and co-workersuse to describe you?
To connectwith new customersdont try to get insidetheir heads.Get inside their hearts.Create anemotional connection.Bill Quiseng
A satisfied customeris the bestbusiness strategyof all.Michael LeBoeuf
Commit yourself to performing oneten-minute act of exceptional serviceper day and to inducing yourcolleagues to do the same. In a 100-person outfit, taking into accountnormal vacations, holidays, etc. thatwould mean 24,000 new courteousacts per year. Such is the stuff ofrevolutions.Tom Peters, Management Guru
When customers connectwith your product, they are interested.When customers connectwith your service, they are appreciative.When customers connectwith your experience, they are amazed;they want to repeat the experienceyou provide;they become loyal to your product.Scott McKain
Given a choicebetween a smiling personand one who is frowning,who would you approach?
If I pick up a ringing phone,I accept the responsibilityto ensure a caller is satisfied,no matter what the issue.Michael RamundoPresident, MCR Marketing
Do what you do so wellthat they will wantto see it againand bring their friends.Walt Disney
A rose on timeis far more valuablethan a $1000 giftthat’s too late.Jim Rohn
Memorable stories (good or bad)about the things you doare retold . . . from a customerto a potential customer.What kind of storiesare being told about you?
The goal as a companyis to have customer servicethat is not just the best,but legendary.Sam Walton
If you make customers unhappyin the physical world,they might each tell 6 friends.If you make customers unhappyon the Internet,they can each tell 6,000 friends.Jeff Bezosfounder, amazon.com
Superior serviceis a day to day,person by personchallenge.Today is the day . . .the challenge is yours.
Washroomswill always tellif your company caresabout its customers.
Three Rules of Service Recovery1. Do it right the first time.2. Fix it if it fails.3. Remember:There are no third chances.Dr. Leonard Berry. Texas A&M Researcher
Ever wonder whysomebodydoesn’t do thingsto make service betterin your company?Perhaps youare that somebody.
Everyone has aninvisible signhanging from their necksaying,“Make mefeel important.”Mary Kay Ash
Pretend your next customeris a mystery shopper readyto reward you with $1000for providingsuperior service.
Great Serviceis Great Theater.Perform itlike you mean it.Bill Quiseng
Worry about being better;bigger will take care of itself.Think one customer at a timeand take care of each onethe best way you can.Gary Comer
In the end,the only perspectivethat mattersis the customer’s.
If your businesscannot pledge“Satisfaction Guaranteedor Your Money Back”then something is broken.Fix it.Bill Quiseng
Be everywhere,do everything,and never failto astonish the customer.-Macy’s Motto
Unless you have 100%customer satisfaction…you must improve.Horst Schulzformer President, Ritz Carlton Hotels
Don’t try to tell the customerwhat he wants.If you want to be smart,be smart in the shower.Then get out, go to workand serve the customer!Gene BuckleyPresident Sikorsky Aircraft
There is only one boss.The customer.And he can fire everybodyin the companyfrom the chairman on downsimply by spending his moneysomewhere else.-Sam Walton
Service Recovery to LASTListenApologizeSolveThank
One of the deep secretsof life is thatall that is reallyworth doingis what we do for others.Lewis Carroll
“Thank you very much.”These are the fourmost important wordsYou can sayor will ever hear.Holly Stiel
The ultimatecustomer servicemantra:Be Valuable.Bill Quiseng
billquiseng.comYour #1 source for practical tips, insightand inspiration to improveyour personal delivery of customer service:billquisengdotcombillquiseng