How many of us remember the good old days, where we’d go as a family to the local diner and watch the cook lovingly tend his grill as they prepared our meals? As children we’d watch anxiously as they’d slather the grill top in butter, add a liberal helping of salt and a pinch of care to our breakfasts. It’s a memory remembered with fondness because you knew that the cook’s attention to detail, and that extra helping of love and care for their craft made your two dippy eggs, bacon, hash browns and toast absolutely delectable!
Maya Angelou once said, “People will forget what you said; people will forget what you did; but people will never forget how you made them feel.” I don’t think truer words have ever been said. Customer service is more than just attending to the customer’s needs. It’s about knowing what the customer wants and needs and meeting them in any way possible to exceed their expectations.
When our customers call, they’re waiting for us to help them get what they need. The way we answer the phone sets the tone for our customers’ experience with us. Some of the best advice I’ve ever received was to smile each time you pick up and start your greeting. Someone who truly exhibits and practices this is Jenny Bryant at the Melwood branch! Jenny receives everyone, whether over the phone or in person, in a way that makes them immediately smile, or gives them a good hearty chuckle!
Experiences like these are what makes good customer service critical to the development of our brand. As Sam Walton said, “There is only one boss. The customer. And they can fire everyone in the company, from the chairman on down, simply by spending their money somewhere else”.
Making our customers feel welcome to our service, expert advice, and Famous Family feeling allows them to set aside whatever troubles they may be experiencing for just a brief moment. This has the effect of making them feel part of our extended family! Much like the cook, standing over his grill and fixing our delicious meal, we all have the opportunity to affect, in even the smallest way, how our customers feel our “Famous” customer service, and keep them coming back for seconds, thirds and more!
Inside Sales, Melwood