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The Ten Secrets to Extraordinary Client Care
The Ten Secrets to Extraordinary Client Care
Over the years you’ve heard me talk a lot about service.  More times than I care to think about, I’ve seen (or been the victim of) absolutely appalling service.
But occasionally I encounter a level of service that isn’t good, or great, or excellent.  It’s extraordinary, brilliant, and incomparable.  And that’s the kind of service I want to talk about today.
So what are the ten secrets to extraordinary client care?   Here’s my list:
Identify what the people keeping you in business want from you.  Not what you think they want, or hope they want, but what they do want.  Don’t know?  Ask! Realize that customers aren’t just purchasing products or services.  They’re buying solutions and experiences.  Many (if not most!) customer needs are emotional, not logical. Look way down the road.  When you drive a car, you aren’t simply focused on the ten feet in front of you.  Instead, you are looking at what’s directly in front of you, what’s ahead in the distance … and what’s in the rear-view mirror.  Using extended vision in this way will allow you to anticipate client needs, which is part of delivering extraordinary service. Treat ... more

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