I just returned from a trip to Las Vegas to celebrate my 30th birthday.
I love to visit America, it’s a fascinating and diverse place. The thing that I love the most is the service that you get.
I don’t know if my American readers appreciate that America is a cut above when it comes to receiving good quality service. In fact, most Americans just accept that good service is what they are going to get. However, to a Brit, the level of service is mostly outstanding and something that Britain could really embrace.
It got me thinking about added value and the importance of service when you run your online or other business.
In many cases, service standards cost nothing more than just a few seconds or minutes of time per customer.
Let’s look at an example.
When I travel, the main place that I come across people is in restaurants. In the vast majority of my experience in America, I have received excellent service in restaurants. Sure in some cases this can be kind of robotic, but successful (and therefore higher earning) servers will know what to say to people and when. They will, probably unconsciously, have tested on hundreds of occasions what works and what doesn’t when it comes to talking to customers.
When I say that it takes just a few extra seconds or minutes per customer I really mean it.
Its things like being polite, attentive, knowing when to help with an order and when to stay away from a table and let the guests just enjoy the meal.
This is something I sadly find lacking in many UK restaurants and businesses. The fact is that it costs the employees no extra to do some small things to improve the service experience for their customers.
Just little tweaks can make all the difference to the service that people get from any business.
I will return to brands and companies if I receive great service, often forgive shortfalls with their products. But I will always avoid poor service – this is why I won’t fly BA if I can help it.
In most case providing a better quality of service costs no extra and can reap rewards in terms of lifetime customer value.
Another example is the many excellent bloggers who respond to every single email and tweet they get. The little extra time can go a long way towards helping their earnings when they launch new products. Just saying.
What are you doing with what you are creating to provide the best service and added value for you customers?