How to Improve Customer Service with the Rule of 1%
The Rule of 1% is simply defined as how to improve customer service one percent at a time. Before you can do this you must have your consistency perfected or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will find a huge increase over a solid chunk of time. It’s not a sprint, it’s a marathon.
Avoid doing too much at one or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you show them how to improve customer service one percent each week. By the end of a year, you’ll have improved more than 50%!
While, rules and standards are necessary for growth, always be flexible with your best customers. Most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but it generally restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers and consistency is the key to how you deliver it.
The bottom line is customers rely on you to deliver what you promise. If you spend too much on bulky advertising that promises more than you can deliver, even your best intentions will unravel quickly and you will fail.
I hope you’ve learned a lot out good customer service and how it’s essential to your overall success. If you need help with any of the steps we’ve gone through over the last four lessons, and you are in the Chicago, Oak Brook or surrounding areas, contact us today if you feel you need some coaching on this topic! Greg A. Lee is also available on Advicoach.
In upcoming posts we’re going to explore strategies of bagging the big clients and keeping them.