In today's busy world, we have grown accustomed to unanswered phones and emails, people not showing up or arriving late without apology, etc. Good business manners and the customer service bar have been placed on the "lowest limbo notch." At my previous employer, we called this behavior "The Donnie Phenomena."
Let me explain . . . "Once upon a time" at ABC Company, there was a person on staff, by the name of Donnie, who didn't quite "get it" when it came to good service and quick response. He was a super nice guy but he was the world's biggest procrastinator. When his assistance was requested, he was always congenial and said he would "look into it"; however days and weeks would go by without a response. Frustrations would mount, tempers would flare, and hair was pulled from heads, as expectations sank lower and lower. When his associates finally got an answer, they were sooooooooooo grateful for the tiniest tidbit thrown their way; thus, "The Donnie Phenomena."
We all face similar situations in the course of a day. Articles and "blogs" galore have been written on this subject; however, there are many out there that still have not embraced the concept!
I am probably more sensitive to this issue, since I have been involved in customer service for so many years. When I find someone that REALLY ~ REALLY cares, values and responds to their clients, it makes a BIG impression! It is hard to describe my giddiness when a delivery or service person arrives on time OR when I actually get a real live human on the other end of a phone call. Even if I don't get the answer I want, the fact that they showed the courtesy of calling me back or answering an email, has me smiling all day ~ I'm in LOVE! If that person is empathetic to my needs and cares about doing a good job; it is icing on the cake. These small acts of courtesy, take little effort and few $$, so it just amazes me that they are so rarely practiced.
TIPS : Listen and promptly respond to your prospects, clients, employees and business associates. Sincerely convey your interest in what they have to say and understand their needs; insincerity and indifference are easy to spot and almost as bad as unreturned messages! Make sure your clients are satisfied and "happy campers" with consistent client follow-up. If you are not the right person for the job, be honest and offer possible alternatives, another resource, etc. A little attention and caring go a long way to long term results!
REALITY CHECK: : Do you practice outrageous customer service and "walk the talk" during your business day?
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