John-Paul Drake
Pivoting was at the forefront of all businesses during the pandemic, but now it's time to re-examine customer service standards.
From Drakes Director John-Paul Drake.
During this pandemic, the word we have heard most often in the business world is "pivot". are at the core. Clothing retailers jumped on the e-commerce bandwagon and customers were forced to shop without trying on. Restaurants used third party delivery services and we ran out of team members to recommend the dish to us.
Don't get me wrong, panning was an integral part of the initial onslaught of the pandemic – retailers had to find new leeway when their customers could no longer visit them in store. Proper human interaction fell by the wayside as we were encouraged to do everything remotely – shop online, talk about zoom, communicate virtually, talk behind a plexiglass partition. Friendly customer service was no longer expected – instead, customers wanted retailers to protect their customers. But now that things have settled into a new normal, is it time to review customer service standards? Do you remember the times (it was only two years ago!) When the little things could make all the difference between a customer spending their money with you or a competitor?
You've all heard of the ripple effect – the theory where a single action or event can create a gradually spreading influence or series of consequences.
A pebble falling into the water creates a disturbance in the water surface and sends it further and further outwards until it displaces the entire surface. Once these waves start they are almost impossible to stop.
Why is this relevant to you? Think of the pebble as an action. This action, as trivial as it may seem at this point, can produce bigger and better results. For example, Steve Jobs originally just wanted to make a really cool phone that would fit in the hand. What he didn't know was that it would be the catalyst for the wearable mobile supercomputers that rule our lives today, and he believed in himself and his team that they could make a cool phone.
When it comes to retail, consider what small actions you and your team can take that can have a bigger impact on your customers. Here are some that I came up with:
- Bring the right attitude – a “keep it up” attitude, even when faced with unplanned hurdles like snap lockdowns, will get you a long way. Your team and customers need you to stay positive, and they'll remember that feeling of encouragement and community more than the plexiglass shields and someone standing on the door to enforce QR check-ins.
- Listen without prejudice – How often have you been to receiving a customer complaint only to find yourself immediately on the defensive? Are you actually trying to understand the intent behind the criticism? Remember, most of your customers tell you about their problem because they want you to be successful. Listen to their criticism with an open and objective mind; Better yet, turn a complaint into a compliment.
- Smile – It doesn't cost you anything, but it can change someone's day in a split second. And don't blame the wearing of masks for the lack of a smile. The most honest smile reaches the eyes.
These decisions take little effort on your part, but they can result in bigger and better actions. It's time to stop thinking about the quick wins and go back to the details.
Do the little things right to make a big difference.
What are your little things Let me know:
LinkedIn: @johnpauldrake
Facebook: @JPDrakeAU
Website: jpdrake.com.au
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