Service Untitled

While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it’s clearly evident the diapered imp of romance has never had to deal with an epic proposal like Kanye West and Kim Kardashian in the middle of AT&T Park in San Francisco; all resplendent with a 50 piece orchestra and a $3 million 15 carat diamond ring. Still love isn’t always dependent on dazzling drama nor is it only for the privileged or the rich; “WOW” customer service can make even the simplest proposal an affair to remember.

In one of 14 unique stores around the world, Filthy Rich located in St. Augustine, Fla. offers affordable, high quality reproductions of celebrity replica jewelry from collections ranging from the Golden Era of Hollywood to Jacqueline Kennedy and even fast forward to the contemporary collections of Carrie Bradshaw. It’s a store “all about the fun” where a shopper can also find movie props, film cell art, Elvis Presley memorabilia, and even a life size statue of Marilyn Monroe wearing the iconic white dress from the movie The Seven Year Itch.

And so one day a young couple in love walks in to the store to browse the elusive gap spanning the past to the present of Hollywood’s most glamorous and romantic times, and the young woman falls in love with the store, where of course “diamonds are a girl’s best friend.” She stopped at every display, read all of the posters, learned, laughed, and left happy.

The next day the young man returned and spoke with the owner about how much his girlfriend enjoyed the experience at the store, and wanted to ask the store owner for a specific favor; the young man wanted to propose to his lady in the store since she found the store to be so romantic. And that is what happened, but with a clever twist and the kind of customer service to be remembered and passed on to friends, relatives, and coworkers. The store owner and the young man arranged the date and time he would bring his girlfriend back into the store. The engagement ring, a genuine diamond purchased from a nearby fine jewelry store, was brought in and carefully placed in one of the contemporary collection display cases awaiting the arrival of the couple.

And so the fun began. The boyfriend told his girl to choose a ring for fun, and pointed to the  real diamond ring. Of course she said it was beautiful, and as the shop owner pulled the ring out for the young woman to try on, the would-be groom fell to one knee and proposed.

Perhaps it is the unconventional and innovative way the “WOW” was delivered that made this an amazing experience because the end result made an emotional impact on the receivers. Since there was no monetary reward for the shop owner, (remember the ring was purchased at a fine jewelry store) could this be another example of going “above and beyond”? While there are no magic formulas for small businesses to guarantee their success, sending customers away who are happy and therefore pass on positive feedback, are the building blocks to repeat business and loyalty. Good service starts at the top; when the owner makes it their mission to set goals of greatness, continue on the challenge for excellent service, and train the staff to be courteous, knowledgeable, and helpful. Keeping promises, paying attention to complaints, and answering the phone help to form those very important relationships because we are judged more by what we do than by what we say.

Of course, throwing in incredible experiences and being helpful even if no immediate compensation is realized is sure to catch the attention of many others. Where do you think that couple will shop the next time?

The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. For those of you who are unfamiliar with the concept, media marketing software combines both monitoring and analytics to help us listen, understand, and engage. Through Facebook and Twitter, conversations can be measured to help attract new customers, and ultimately these customers can become advocates helping our businesses to grow.

Perhaps the Dell story with the “power to do more” further explains the concept of “social listening.” Dell’s social media 10,000 employees are tuned into more than 25,000 conversations about Dell every day claiming the more information gathered, the better the company will be able to deliver the precise products and services customers want. The company considers social media an extension of their brand, however it’s not that easy, and it’s not just about purchasing the software. Michael Dell’s “direct-to customer-heritage” starts with training. At the Social Media and Communities University, associates are fully trained and then empowered to listen and focus – transforming “online ranters into ravers.” Eleven languages, 24/7 availability, and participating in social media for the sake of the company, help Dell to continue growing stronger brand relationships with customers.

One can’t separate however, customer service with “social listening”; as Dell states it is a key part of the brand. The company combines customer service phone calls, social media engagement, online strategies, traditional print advertising, and everything in between to further Dell’s recognition.

Once upon a time, businesses would learn how customers felt about them through polls, surveys, and focus groups. Now with “data mining,” specific keywords on social networking, websites, and blogs can identify what is being said, where it is being said, and who is saying it. Of course, the anonymity of sitting behind a computer screen can easily make for bogus complaints, (unfortunately there are no mental stability tests required to type on a computer) but knowledge is a way to be prepared for an action plan if needed.

This information can come from Google Alerts to sophisticated applications, but knowing what to do with the results is as important. Obviously, one can’t join every social network on the Internet, so identifying those who need your product or service, and then joining and being active, will help to build a solid customer base and hear what people are saying about your product and services. Search out the competition, and make your business stand out through customer service and excellent products.

Make customers advocates of your organization and ask those who love your products and services to spread the word. Listen and learn because social media isn’t just about a sales pitch; it becomes a reflection of you.

Amazon is stepping up the customer service game for users of the new Kindle Fire HDX. For those of us who might be a tad technologically challenged or for any problem that might occur, Mayday is a built in remote support and instant helpline available to the consumer 24/7/365 days a year. So if you’re confused by the predecessors and have used YouTube videos or Googled your questions for years, the new age of customer service may be setting Amazon apart from their competition.

With just one button found in the tablet’s Quick Settings menu, the Kindle Fire HDX will summon an Amazon employee who is able to help solve any problems – from the simplest to perhaps the most complicated. Within 15 seconds, the Kindle owner can see the representative in a small window of their screen and the representative can even see the apps, and if necessary can draw on the Kindle to help the customer. Amazon assures us that the representative can not see us, but with the customer’s permission, can control the tablet remotely much like LogMeIn or TeamViewer.

The new Kindle Fire HDX offers double the memory, is 34% lighter, and has 11 hours of battery life – especially helpful when reading one of those extraordinarily long suspense novels you just can’t put down, but putting all technological help aside, the customer service aspect is a win, win, win. Since Amazon doesn’t have the convenience of a brick and mortar store like Apple and their Apple Geniuses, this free service guarantees a place in customer service heaven for so many users over the age of 25 who weren’t weaned on iPads and tablets. Amazon states their profit margin for the sale of Kindle tablets is slim, however they admit to raking in the profits in the sale of their devices.

Criticism on the downside of this customer service technology focuses on the possibility of Amazon reps having access to passwords and sensitive information. You can ask them to disable their screen however, but there are still some who are wary of security issues. It’s been said that 95% of the issues happen when devices are working as they should, but Amazon reps will be logging in every question and problem which will help to determine improvements in the future.

Amazon CEO Jeff Bezos easily stands by the side of such geniuses as Steve Jobs, Bill Gates, and Larry Page. Bezos, as he rescues us from our customer frustrations, works on “customer delight.” Tech people who have tried out Mayday thus far have been pleased, but will Bezos’ promise that Christmas morning, my mother will be able to get live tech support within 15 seconds and a tech will be available to instruct my mom step by step? I guess it all remains to be seen.

Perhaps the best of the best try to make every experience memorable by paying special attention to details. One recent experience at the Ritz Carlton where my real estate partner and I recently visited for lunch to meet with a European client who had flown into Palm Beach for the day to preview a listing we were offering, certainly left a wonderful customer service memory I had never experienced before, but have mentally earmarked as one of the most memorable customer appreciation opportunities I’ve ever witnessed.

For women who know that wearing high heels may not be comfortable after hours on your feet and previewing properties, both Erika and I were more than happy to relax in a comfortable lounge in the reception area to wait for our client. We laughed and cajoled with each other how sore our feet were, and moments later when our client approached, she was also wearing similar ridiculously high heels and readily recognized with good humor how uncomfortable the extended wear of such shoes can be. In less than five minutes, a young woman from the Ritz Carlton staff came over to us and very politely told us, she had seen us rubbing our feet and knew exactly how we were feeling. She then invited all of us into the spa for a complimentary foot massage. Of course our client happily obliged, and for the next 20 minutes, the four of us (including the client’s husband) were indulged in pure relaxation and what must count as one of the greatest impromptu customer experiences for a hotel.

So what makes something like this so memorable, and why did the employee take it on her own to offer us such a complimentary service? Strong leadership skills and great training enhance the talents of great employees. When searching for the best customer service personnel, integrity, mutual respect, innovation with a mixture of creativity and the ability to have fun and like what they do catapults these valuable employees to the top of the list. Highly motivated and successful employees who complement an organization that encourages their staff to “own a situation” and gives them the ability to make free standing decisions reflects the high level of care and concern that excellent leadership skills include in the day to day quest for excellence.

While the complimentary service may have cost the Ritz Carlton a few more dollars than a more customary perk for a hotel guest and their friends, think of the residual benefits for this five star establishment. After all there is a lot of competition in Palm Beach to be the best of the best. Still what guest wouldn’t tell the story to her friends over cocktails and dinner? And then what friend wouldn’t remember the story when getting ready to book a few days on the luxurious Island of Palm Beach? And never underestimate the connections and kind words from the local real estate agents who often are asked by foreign clients where to stay.

For the grateful, andfor the people who capitalize on opportunities to create a great service experience, it’s about more effort, and a unique way to spread the word about the extra mile some organizations will go to that brings back the faith in “WOW” customer service.

What keeps a company in business in today’s competitive retail market? For the luxury brands, buyers insist on the quality of  merchandise accompanied by exceptional customer experiences.  Within minutes of entering a boutique, can a prospective buyer be confident of a friendly atmosphere, of comfortable surroundings, and that of a customer service consultant capable of expertly assisting without being annoying?

Welcome to the world of Burberry, a company which dates back to 1856 with 21-year-old Thomas Burberry opening his own outdoor apparel shop in Hampshire, England. Introducing gabardine, a water-repellent and comfortable fabric, Burberry’s trench coat eventually became a household word often included in the wardrobes of the rich and famous, and happily filtering down to the working class.

But it’s not just about the high end clothing even though the men’s single breasted trench coat sells for $1,295 or the cotton polo with the Burberry distinctive tartan trim sells for $150, it’s also interesting to observe some of the innovative methods used in a highly competitive market to set themselves apart. Chief creative officer Christopher Bailey made sure only one central location would be responsible for the Burberry theme; thus concentrating on design and the ‘brand’ which is inexorably fashion. The strong growth in China has boosted the organization’s growth more than 13 percent in the last three months, and according to Wikipedia, the organization has 500 stores in over 50 countries.

With the expert incorporation of social media, Burberry has more than 10 million Facebook followers, but even Twitter was not to be the final public method of expanding the younger consumer desire of fashion and function communication. Burberry began its own social platform capitalizing the roots of their 150 year-old British tradition with The Art of the Trench, described as a “living celebration of the Burberry trench coat and the people who wear it.” Where one might think that customers may have turned up their perfectly coiffed hair at such a public display, the site is full of young, good-looking customers; even featuring a few pint-sized kiddies modeling their trench coats.

And in my own experience, the Burberry store in Palm Beach Gardens offers the visually appealing, experienced sales consultants, and the ease of completing a purchase with the least amount of stress. Since 2012, sales personnel use iPads as part of the company’s technological makeover which contains customer history,  buying preferences, and all that is needed to tailor one’s shopping experience. Match that with their online collections, excellent return policies, concierge service, and alteration facilities, the customer experience keeps you smiling and relaxed. Shopping should be enjoyable, and should it matter if we pay $49 or $149 for a polo shirt? Can’t other stores take a lesson or two from a London tradition who just seems to do it better than most stores?

Credit cards are an important way of life for most Americans. According to CreditCards.com, the average consumer has nearly $16,000 in credit card debt, and the average interest rates of credit cards range from 10.37% for those with excellent credit to 28% for instant approval credit cards. So are there different levels of service for credit card customers depending on one’s credit and past financial history?

For a consumer who has been involved in a bankruptcy, has judgments or poor credit based upon late or skipped payments, interest rates are always higher, but poor customer service should not go hand in hand with poor credit. Many people in dire financial predicaments have been unfortunate victims of a stressed economy, catastrophic medical emergencies, or divorce, but are now looking to obtain the tools to once again demonstrate their strong financial responsibilities.

Bad credit comes with high fees and interest rates, but as a consumer works their way up into a more acceptable credit score, the perks get better, and the fees get lower. Where it is dubious for someone with a secured credit card based on high fees and  money needed in an account to expect the same level of customer service one receives from the American Express Gold or Platinum cards, it certainly is a reasonable expectation to receive fair and timely service for all credit cards. Unfortunately some credit card companies rate the effectiveness of their customer service representatives by how quickly they can get the consumer off the phone, and then onto the next.

Need to know how to maneuver your way around customer service departments of credit card companies to get satisfactory service? Here are some suggestions:

• Stay calm. For the more credit challenged consumers, often the customer service departments have been outsourced to another country. No matter while the recording states, “Your business is very important to us, and please don’t hang up, but all of our service representatives are busy at this time,” wait time can be very frustrating and tends to escalate tempers. Customers who are nasty to representatives tend to receive less service and less consideration. In fact, don’t be surprised if a customer service representative hangs up on you if you become hostile and rude.  So take a deep breath, and start the conversation with, ” I know this isn’t your fault ____, but these charges don’t seem fair. Could you help me with this problem?” Say the person by name, and stay professional. Once the representative sees that you are not attacking her personally, you’re apt to get more time and attention.
• Perhaps you forgot to make a payment last month, and the credit card company hit you with a late fee? Again, remain calm, but instead of acting insulted that the company had the audacity to charge you with a late fee because you have never been late before and sometimes even the most organized people forget a payment, turn it around and explain to the agent what happened. Then ask the service representative to look at your credit record, and ask if there is something that could be done about the problem.
• Looking to lower your APR or have a fee waived? Ask the representative to review your credit history and explain how much it has improved in the last six months to one year. Credit card companies are forgiving if they see strong and consistent efforts to rebuild credit.
• Not getting anywhere with a customer service agent? Sometimes new agents do not have the authority to waive fees or increase credit lines.  If you find yourself getting frustrated, thank the agent, hang up, and call again. You might get another agent who has more clout and who is more sympathetic. If that still doesn’t work, ask for a supervisor. Keep going up the ladder; you may get a different answer. For those consumers who have trouble staying calm amid these often frustrating “hoops and loops,” why not use the chat digital online services? Conversations can be kept civil and professional, and there is little chance of losing one’s temper.
• Keep accurate records. Make sure you keep dates, names, and a record of specific conversations.
• And when all else fails, take to social media in such forms as Facebook, Twitter, or the organization’s blogs, but stay calm and professional. Someone is sure to answer.

Fortunately there are many credit card companies which strive to deliver excellent customer service. Just remember, you “attract more bees with honey than with vinegar.”

Not many of us look forward to visiting the dentist, but it bears witness that those who ignore their teeth, eventually their teeth go away. Of course notwithstanding anything to the contrary, dentists along with their expertise to keep our smiles shining, should also prescribe to the ultimate quest of customer service no matter how advanced their dental education may have been.

So what qualities should a dental office present? After all patients are customers and therefore should be appreciated and valued. During the last few weeks I’ve had some complicated dental work completed because of a bicycle accident some years back, and have had the perfect opportunity to assess what makes positive experiences. These customer service principles carry forward to all professions; going that extra mile to deliver that extra service makes all the difference to a customer or to a patient.

Aside from an attractive waiting room, which is the accepted standard of the dental trade, having a friendly staff is compulsory. Remember the days of the opaque windows when a receptionist would slide it open and read the clipboard after a patient checked in? That’s pretty much unacceptable today, although some offices still abide by that antiquated and perhaps rude introduction. From surgeons to CEOs, getting out from the exam room and being seen raises the bar of confidence with patients and customers alike. The open atmosphere gives the dentist the opportunity to see how patients are being treated and how employees are interacting.

The soft colors and the background music continue the gentle ambiance, but it becomes the employees and the talented staff who help to solve problems. Successful dentists count on their staff to listen to their patients. Staff who are empowered to solve problems and work closely with patients can make an unpleasant experience tolerable. Add that to a dentist who listens to his staff and takes feedback for future improvement, shows his commitment to providing an exceptional experience.

So what did I learn from my experience at Etheredge and Schry Dentistry in Palm Beach Gardens about customer service? I found out that calling the office and speaking to Jennifer because I was unhappy with my temporary crown did not resonate against deaf ears. Instead I was told to come right into the office, and she would make sure I saw Dr. Etheredge. I found out that a reliable dentist takes time, even with short notice to make adjustments because his patient was going out of town. I found out that exceptional customer service is done by those who genuinely love what they do, and engage their patients as well as their staff with a genuine concern in their voices.

And best of all I learned that reliable, consistent and competent professionals help to make smiles brighter.

The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. The survey included 6,313 owners of PCs and laptops and explored their experiences with technical service over the past year via telephone, online communication, and in-store help.

According to Consumer Reports, Apple’s in-house technical support service, the Genius Bar, rated as high as telephone and online services stating as many as 88% of problems are addressed in person. So peeking in at the Genius Training Student Workbook chock full of Apple “Dos and Don’ts,” we can understand the psychological mastery of an organization that clearly understands when you make people happy, they tend to buy more. The training manual concentrates on the psychological aspect of customer service and builds the learning experience with role playing. Within the compressed 14 days of boot camp however, and while learning the emotions and skills of happy customers, the bottom line is always to be in the “business of selling.”

So before the new Genius dons his blue official Apple blue shirt, sales and customer service training teaches:

• A  APPROACH
• P  PROBE
• P  PRESENT
• L  LISTEN
• E  END

Apple students learn the lessons taught in most service industry jobs, and that is one of being helpful and knowledgeable. With that comes the soft approach; don’t be pushy. Build a confident relationship with a customer, and find out what they need and then present choices as what to buy. Hear the customer out, and as the deal is finished, let it be done in such a way that the customer feels he is the one who made the choice. In practice sessions, the new Genius puts himself in a customer’s shoes in order to understand every interaction and how to successfully mingle skills and sentiment into one satisfying and successful endeavor.

The learning techniques have become so refined as Geniuses learn to take ownership, have respect,  and show empathy to achieve those good vibes which affect all of us while we consider buying a product. The best sales people are those who customers genuinely like; those of us who know how to make customers happy before, during, and after the sale.

And even if a customer doesn’t rally over to the Genius Bar for personal human contact, Apple Support provides video tutorials, community support forums, online product manuals, and easy, user friendly links. It’s a positive experience wherever one might decide to find help because it’s never a “crash” – rather one’s Apple may have “stopped responding.” It’s never a “disaster” – rather an “error” occurred, and instead of “eliminating” the problem – the problem is “reduced.”

The Apple Genius Bar is a cheery place to visit; perhaps not the “happiest place on Earth,” but darn close in the technical world.

Photo courtesy of kaichanvong via Flickr