So often we hear about the Customer Service Hall of Shame – but what about companies that top the Hall of Fame list instead?
Here are three top companies that make customer satisfaction a main priority:
- Ritz-Carlton doesn’t just wait for the unexpected to happen – they plan for accidents and mistakes to help employees prepare for a variety of situations. This is a win-win since customer complaints are a reality, especially in the hospitality industry.
Planning ahead gives employees a chance to turn a bad situation into a positive customer experience. “If-then planning” is a great way for companies of all sizes to be proactive. For example, if a customer has been waiting for over 15 minutes, then offer them a free item like a coffee or small appetizer.
- Amazon’s Jeff Bezos is pretty passionate when it comes to customer experience. It shows, because Amazon consistently makes the top of the list when it comes to quality customer service. Headquartered in Seattle, Washington, Amazon is the world’s largest online retailer. Once an online bookstore, it expanded its inventory to include the plethora of offerings you see today. And its customer service doesn’t disappoint – pretty much anyone who has ever returned a purchase knows how helpful their reps are.
- Zappos has become strongly associated with excellent customer service, and for good reason. Many companies today can’t wait to get their customers off the phone – in fact, some companies would rather not talk to their customers at all. Not Zappos. Instead, Zappos sees the importance in developing an emotional connection with their customers. Employees are even encouraged to wow customers by addressing unstated needs. Now that’s quality customer service!
You don’t have to be a big-name company to wow your clients – if you’re a small business owner, make client experience one of your top priorities.
Switch roles for a moment with your client – what would you want to experience? Use this quick role-playing game to find out what you can do to give your client an unforgettably positive experience. Remember how good it felt when someone went the extra mile for you? Do the same for your customers.
Don’t worry about being perfect there – shoot for excellence instead. In reality, nothing is ever “perfect”. Show your clients you really care by giving them an excellent experience that will keep them coming back for more. Maybe they’ll even send their friends and family your way, too!
For more tips on how to retain your best clients, please visit my recent article, “Love ‘Em or Lose’ Em: How to Get Your Best Clients to Stay”, on the Huffington Post.