The Power of DELIGHTFUL

Norma Seymour was the Senior Vice President of Service Delivery for Cayman National, in the Cayman Islands. I loved how descriptive her title was … Service Delivery. Ms. Seymour took her job and title very seriously and did everything she could to help everyone in her organization deliver … as she put it … “DELIGHTFUL” customer service.

We Can’t Do Anything About It

That is what their customer service representative said to me: “We can’t do anything about it.” Did the person who made that statement understand the full consequences of what they just said? Did they understand an eleven-year relationship was getting ready to be terminated? I’ll give you an even better question than that … Did they really care? What does that statement really mean? What is that person really saying to us? Mr. or Ms. Customer … “Good luck. You’re on your own” … “You are just going to have to deal with it.”

Treat ‘Em All Special

I recently did a program at a beautiful hotel where the customer service at the front desk was poor. I was thinking to myself how important it is to treat ALL customers with respect and efficiency. So, I did some research and came across some old notes of mine from years ago, finding a story that I thought was worth sharing with you on that subject. I must give one caveat about the story … this was before the arrival of the internet, where information is now so easily attainable.

What are They Saying About You

If all things were equal … Would they pick your company to do business with? Would your customers recommend your company to a friend? Would the majority of your business come from referrals? Let’s get one thing straight … ALL THINGS AREN’T EQUAL. There are different levels of quality of products and different levels of customer service.

Compared to the “Speed-of-a-Click”

The Internet has revolutionized the computer and communications world like nothing before it. This world-wide broadcasting system can disseminate information without regard to geographic locations at the speed of a “click,” and there lies a BIG PROBLEM. The “Speed-of- a-Click” has now conditioned us to how fast we expect things.

Domino Pushers Destroy Companies

You can line up DOMINOS in a beautiful pattern and spend hours doing it … but all you have to do to knock them all down is PUSH over the first one (the lead domino) and the rest will follow. The same is true about a business. You can spend years and years building up a great business with a super reputation and one employee can cause a customer to never do business with you again. One employee can PUSH a customer the wrong way and run them off … in other words … they knocked down one DOMINO. But could that one upset customer cause other customers to follow them?