“We need to be passionately compassionate.”
The cliches in customer service like ‘ Customer is the king’ and ‘Customer is God’ seems to be a painful reality for those who treated customers as a means to their end. Customer loyalty is almost done and dusted. Gone are the days (for most of the companies) when customers were taken for a ride without any accountability. Some sales and service professionals are now forced to realise the importance of the following statement by none other than ‘Mahatma Gandhi’.
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favor by giving us an opportunity to do so.” -Mahatma Gandhi
In today’s VUCA world customers are not just well informed but are also highly demanding. Honesty is no more optional, it’s a must. To my mind, service is one of the key ingredients to keep our business prosperous. Service however is more like an art than science. Service requires a mother-like attitude, which inherently is thinking about the other first. Giving, caring, empathy, listening, and above all forgiveness are the must qualities to thrive as a service professional. We need to be passionately compassionate.
Instead of suggesting you some solutions or techniques, I would rather like you to answer the following questions, which may help you to find some answers yourself.
- What problem does your product/service can solve?
How can you add more value than your competitors?
- How easy is it for prospects/customers to approach you?
What is your speed in addressing queries?
- Do your internal customers (employees) feel excited about their job?
Do they use your product/service or recommend to their known people?
- How sincere and transparent is your feedback program?
Do you provide feedback after receiving feedback?
- Can your existing customers recommend your product/services to others?
Can they give you testimonials?
- What is your frequency and quality of communication with prospects or customers?
How many times do you appear in their mind without asking for order or money?
- What is your complaint resolution speed and process?
Does your system allow complaints to get registered?
Any mechanism to monitor the solution?
- What do you do when you mess something up?
How do you apologize and compensate for the loss to the customer?
- Are you economical?
Is your product/service adding more value than price?
- How do you communicate ‘ Thanks’ for the business?
- Do you have any loyalty program designed and implemented properly?
- How much time, money, and energy are invested in product/service innovation?
I can assure you that if you and your team brainstorm the answers to the above questions, you can remain way ahead of your competition. Stay ahead by thinking ahead!