In the past couple of months, I have experienced complete frustration (and borderline anger) with a large TV satellite service company. A year ago, I entered into a 2-year contract with this company. The contract is simple ... they expect timely payments and I expect quality equipment and quality repair services (notice the emphasis on the word quality?). To my disappointment, after having lost my satellite reception twice due to Mother Nature, I was informed both times that I would have to wait more than a week to have my equipment repaired! In this day of the electronic age and instant gratification, can you imagine life without tv services? Okay, maybe some of you can but can you imagine life with a 12 year old boy and no tv service? I couldn’t ... but worse than that, I couldn’t fathom a company unwilling to go the extra mile to satisfy me as their customer. I felt like I didn’t matter and I was ‘stuck’ with their services until my contract ended.
This started me thinking about the services I offer to my customers. Do I do everything within my power to make sure that my customers are happy and satisfied with the quality of my services? More to the point, do I go the extra mile for them? Chick-fil-A has a name for going above and beyond the services you are paying for; they call this their ‘second mile service’.
My idea of the ‘second-mile service’ that the best service professionals offer are:
- Be a priceless resource: when your customer is looking for a resource, share ideas and people resources freely. They will appreciate your generous nature and come to trust you more.
- Invest more of yourself: show your customer that they are never far from your mind. When you find things that you think would be helpful to your customer, share it with them. If you meet someone who would benefit from your customer’s products or services (or the other way around), introduce them. They will be delighted that you are thinking of them and the success of their business.
- Be an expert problem-solver: when problems arise, be creative in finding a solution that creates a win-win for both of you. Think outside the box and show your customer that he or she matters.
- Add extra value: Always look for ways you can give added-value to your services. People love receiving more for the value so go ahead, give more!
So what about you? Are you willing to go the second-mile to provide your very best to your customers? If you are, your customers will love and appreciate you all the more for it!
