What constitutes excellent customer service? The extraordinary. Break it down. Extra. Ordinary. Is your customer service ordinary? That’s like getting a “C” in English Class. Not flunking, but nothing to write home about either. How do you change from “Ordinary” to “Extra” with customer service…..
- Ordinary = do what you’re supposed to and expected to do.
- Extra = Surprise and Delight! (On top of doing what you’re supposed to and expected to!)
Now I’d like to surprise and delight you!
Please enjoy the video lesson on how to surprise and delight!
Please join the conversation – what do you presently do to surprise and delight your customer? (Extra points if it involves music!)
I have two points of view on this. Formerly, my day job was all about customer service. I worked for the local county government in the security operations section. Without going into detail about my (overly) multifaceted job there, I will just say that anyone who was working for the county, whether employee, contractor, or vendor, had to go through me at some point to do their background check, and to get their ID cards and security clearance. Not to mention the ringing phones all day – people needing assistance with maintenance issues, or emergencies, or security problems, or IT related problems…when it was my shift, I was the go-to guy. Customer Service came naturally in that environment, because I love to make people happy. It actually kind of kills me if I can’t make someone happy. Sometimes just being genuinely kind and concerned about the customer surprises and delights them…people often go through their day with not so much as a smile, or a kind word, or anyone to care about what their interests are. I would address these things with customers, which usually made them feel at ease right away, when they realized that I was there to help them, not stand in their way like most government offices seem to do.
So, I quit that job, because I hated it. Hahahaha! The only reason (well, ok, not the ONLY reason) that I hated it was because I’m a musician, and a night owl, and hate conforming to rigid schedules and deadlines. Of course, my line of work now certainly involves deadlines, but nobody is going to fire me if I arrive at a gig for sound check at 7:01 instead of 7:00, and no one is going to mind if I get out of bed late and can’t start working on a production until noon, because all that matters is that I get it done when the client needs it. This works for me. But I digress.
“Customer Service” takes on a different meaning when you are the performer, and the audience is, in essence, the customer. They come to the venue expecting to have a good time with their friends, enjoying food, drink, and good music.
When the band is there just to do their thing and get paid, the audience can usually tell – they play their usual set, go through the motions, but generally don’t do anything exciting to get the audience’s attention – or to get them up and dancing. The band could care less – they’re still getting paid, right?
I see that as BAD customer service, and self-sabotage. If, as a performer, I don’t delight my audience and keep them coming back for more, I very well could lose the gig – especially in today’s economy, where business owners are looking to trim the fat anywhere they can. If the live music isn’t attracting (and keeping) business, it’s just an unnecessary expense.
How do I surprise and delight the audience? By engaging them – making eye contact, smiling, and having a good time myself! I try not to be self-indulgent with my solos on whatever instrument I’m playing that night – I try to think of what the audience will enjoy, and I deliver it. The general public is not interested in self-indulgent noodling, songs that last way too long, or instruments or voices that are too loud.
Another way to surprise an audience is by picking material that is fresh, and different – I play a lot of original material, but I also throw in cover songs that I don’t hear other bands doing – and people appreciate that. I find that they would rather have that than YET ANOTHER rendition of “Mustang Sally” or “Layla”…or any other well-worn tune.
The customer is priority #1 in any business.
Wow Moot! Thanks so much for visiting the Good Customer Service Blog! It’s great to get to know you better. I’ve had fun following you on Twitter, but you know, in 140 characters or less we don’t really get to chat! Here’s Moot’s Twitter : http://twitter.com/mootbooxle and here’s mine: http://twitter.com/PennyGo”
It’s nice to read postings about customer service. Nowadays, companies are more concerned of profit that they forget about the quality and good customer service. This is what happened in the timeshare industry today. People are less taken care of if they can’t earn a profit for the company.
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