I took my Jeep in for an oil change recently and had an interesting experience that made me think.
What if you delivered great customer service, but it still cost you a sale?
Listen to my story and how I compare it to another service experience from many years ago. This might be something to think about in your company! Click the arrow to watch.
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Great Story. When I ran a small local lumber yard our delivery team when out making a delivery to our customers were always trained to ask the customer if there was anything else that they might require. Each driver carried a current price book and a specials sheet to offer to the customer. You never knew what a customer would ask for at the time of delivery. With the radio in the truck we could schedule another delivery or a pick up item for the customer should it be required.
“Customer Service” seems to be a term interpreted or mis-interpreted differently by different people. I have always considered “customer service” to mean doing whatever is necessary to SERVE the customer. It is definitely part of sales…it’s the concierge role of sales. To facilitate, communicate, coordinate, and execute whatever needs to be done to fulfill your customer’s requirements or request. Your Nick’s Fish Shop example is the model for what customer service should be.