Mission Possible – An Incredible Career in 52 weeks (Week 25)

Mission 25 Provide Incredible Customer Service

The
Customer is not always right. That’s not a typo. The
Customer is not always right. Now
the customer is usually right. Sometimes we’re not sure who’s right and sometimes we are flat out sure
they are wrong, but even when they
are wrong, we’re going to pretend
they’re right. As I said a couple of weeks ago, we can
afford to lose some of the golden eggs, i.e. giving back some of our time or money, but we can’t afford to lose the Golden Goose, which is our reputation, and if the client leaves upset they’ll
be shooting at our Golden Goose. We must provide Incredible Customer Service. To do that we must remember these principles:

1.
The customer is really the boss.

    The boss just writes the
checks,  put in the account,  by the customers.

2.
Customers come to us because they need help.

    Do we solve our customer
challenges?  Never send a client
away without a solution.

3.
Remember what a customer is really worth.

-Do we see our clients as a one
time haircut, -or as a loyal
client who may return many times, 
–

over several years, -purchasing haircuts, -hair color and retail products and
referring others.

 4.
Remember that Customer Satisfaction is not enough.

 -Satisfied is just another
word for mediocre. We don’t want
satisfied clients we want loyal clients.

 -Loyalty is the mark we are shooting for. Loyal
clients become -Raving Fans.

5.  Make it a Memorable experience.

     -Incredible customer
service is unexpected and creates compelling and positive word of mouth.

     -It is the service
story that you can’t wait to tell. 
It is about making people feel good that they

     -decided to do
business with you.

If
you work just for money, you’ll never make it. But if you love what you are
doing, and always put the customer first, success will be yours. Ray Kroc