I’m sure many of you have purchased from Zappos? They have great customer service, free shipping, 365-day return policy, someone to answer your questions 24/7/365. Plus all those shoes! What’s not to like?
Have you looked at the service you offer your customers? Shoes aside, how does it stack up to Zappos?
One of my private coaching clients has set an intention for the year to Zappos! She is aiming for 100% customer satisfaction. To do that she is going back over all her processes, and she is creating written standards and checklists to be sure that every product she offers can be a 100% satisfaction for her customers.
Is this one of your goals? Here are some tips:
1. Customer satisfaction begins from the first time someone is aware of your existence. People will draw conclusions about you and your product from the first time they are aware you exist. They also draw conclusions based on anything and everything. For example, if you fly on an airplane and the trays are dirty, you might think that if the company doesn’t care about the cleanliness of the plane, they aren’t maintaining the engines. That could be extreme, but look at it in relation to your business. If you consistently have mistakes in your pattern directions, that leaves a negative impression on your customers.
2. Take time to write what your standards are and communicate them to your team and your customers. You can include on your website, if appropriate.
3. How do you let your customers know that you value them? It could be extra help on a project, following up personally on their experience, or offering a special gift with a purchase.
4. While your goal is 100%, you may not get there right away. You need to have a process for measuring your results and making adjustments.
What are your customer service standards? How do you measure your results and make adjustments? Please share your thoughts below.