Client Service From the Eyes of Kids

A few months ago, my wife challenged me to teach and demonstrate customer service to my kids. Considering that my kid's ages range from 2 to 15 years old, I knew this was a good challenge. I had to make sure that they received excellent customer service, because my wife excels at quality assurance and would definitely follow up on her challenge. Sounds like the perfect set up, right? So what would I need to impress upon them? After reading and pondering, here are my top four traits for excellent customer service.

1. Timely - In an age of instant gratification, slow service is unacceptable. Customers want and deserve to be serviced now. "I will get back to you" is no longer an option because slow service is unacceptable and your customer will go somewhere else. My kids want service now. If I put them off or say "you will just have to wait," they go find mom. Believe me, if kids will do it, so will your customers.
2. Reliable - Customers expect you to be reliable; they are investing in you to come through when they need you the most. If we, in the servicing industry, are not reliable to our customers, we create an impression that the client is not important and that stigma is almost impossible to correct. My daughter knows when I say I am going to do something, I will do it. If I fail one time, I am constantly reminded of that one mistake for a very long time. I was late picking her up from practice one day and she still reminds me, "don't be late like you were that other time."
3. Memorable - Simply ask yourself if you would recommend this service to your Mom. Memorable service keeps your customers returning, and the returning customer keeps you in business. It's that simple! I take my girls out for "Daddy Date Night" once in awhile and try to make it as memorable as possible; like when they got an 18 scoop sundae with all the extras. They LOVE "Daddy Date Night."
4. Personalized - Make the experience unique and fun. Customers are used to cookie cutter service. They want something that makes a connection and that makes them feel that you are 100% involved. My kids know that I am 100% invested in all that they do. I have made it personal, because they are that important. Your customer needs that same feeling and comfort.

Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of retaining a current customer. And according to The Harvard School of Business, even a 5 percent improvement in customer retention can boost profits up to 85 percent. How do companies retain a loyal and consistent customer base? They listen, learn, and adapt.

Is every customer going to be 100% satisfied all the time; I doubt it. But I believe that the customer deserves every effort we can make in ensuring their experience is exceptional. Remember, you are a customer too.
By the way, I have somehow passed this challenge with my kids and they gave my wife a good report. But they still expect excellent service even after this challenge is over.