nt, press 1. To hear the company directory, press 411. Part A connects to Part B, then attach both to the end of part C. To hear a listing of movies and their show times, press 3. Please enter the last four digits of your social security number in order to access your account.
We live in an ever-increasing digital world. Customer service ain't what it used to be. What does it take to speak with a human voice over the phone? I typically just keep pressing zero until a recording states, "Hold on, while I connect you with a customer service representative," or far worse, "I'm sorry, you have pressed an invalid number." Then of course, there is that lovely hold music. I rarely walk into a bank anymore, my banking is done on my computer or at an ATM. I rarely pay bills in person any more or even write out a check. Bills are paid by mobile or by website.
So, what exactly, does customer service entail these days? What drives you to leave a greater than 15% tip? Are you even cognizant of good service? I recently took my family out for a nice meal. The food was good, the atmosphere was nice, the wait staff was friendly and attentive, as they should be. When the check arrived, there was a list of suggested gratuities, ranging from 15%, 18% and 22%. So, is that customer service? Providing information, a glass of iced tea, and some chopsticks?
Do you want to be remembered? I recently read a marketing case study about the Blue Whale Moving Company out of Austin, Texas. This successful moving company was born out of good service. A young college graduate, who had worked his way through school had impressed a hot shot attorney during a move. The attorney told the kid, "Call me when you graduate." He did and together they launched Blue Whale Moving Company, they saw revenue of $1.7 million by year five. All resultant of good customer service.
Do you go that extra mile?
Do you tailor your services? What is your differentiator? Where is your level of service? Are you deserving of that 22% tip? Or will your customers grumble at the thought of leaving a 15% tip?