Have you ever been some place where you just didn’t feel welcome?No one told you to leave. There weren’t any signs pointing out that you didn’t belong.
In fact, looking back it’s hard to explain why you felt so miserable being there.
Those inexplicable emotions make up the smell of customer service.
Call it personal relationships. Or the human touch. You might even label it “having a connection with our customers”.
The truth is that were are pretty good as human beings at sniffing out fake attitudes and false intentions. We know when we’re not wanted. We know when the only thing that’s valued about us is the money that we spend.
Which is why your customer service probably needs to smell a little better.
Instead of pointing to a long list of protocols on how customers should be handled, you need to create an environment where your company automagically welcomes customers. Where each member is delighted to service and assist the needs of each person that comes through the door.
There’s not a list you can put together that does that better.
There’s not a minimum requirement.
Or maximum goal to which you should attain.
The secret to having customers love you is to make them feel so special they can’t stand to do business anywhere else. That smell has to be on everything that you do. Before customers see what you do or hear what you have to say, they smell the scent of your awesomeness. They know you’re real. They can feel it.
They can’t explain it or defend it. It’s completely illogical to say out loud.
But they know that they want to do business with you for a long time.
Think about that the next time you’re in a meeting defending business actions that don’t end up servicing the customer. Or the next time you’re in a discussion about increasing customer “wallet share” or driving customer retention.
Sure, there are things that you can do that make customers not hate you as much. You can be more tolerable. Less cruel. A bit more warm.
But what you do is less impactful that who you are.
Create smells. The smell of customer service.
You’ll never have to wonder where your next customer is coming from or when your best customer is going to leave you.
The truth is that everyone wants to be around awesomeness.
Smell like that.