Customer Service Works Best When You Give People the Power to Do What’s Right
Lately, we’ve had the opportunity to experience the difference between customer service and exceptional customer service and the difference between the two is empowerment.
Recently we had one of our cars painted. Florida sun takes a huge toll on not just our skin but our cars’ paint as well.
The shop (large franchise) had been recommended by someone who specializes in vintage and restored cars.
Fast forward to a nicely done paint job but a sloppy clean up after it was worked on.
Now here’s where empowerment kicked in…
When we pointed this out to the person at the desk, they apologized profusely, stating that somehow (without blaming anyone) it had slipped through their final detailing step and that it would be taken care of immediately.
But that’s not all, the person at the desk took it upon themselves to detail our headlights (a service worth about $175) at no charge.
Rather than walking away feeling less than satisfied and vowing never to return or recommend this business, I walked away glad that we used their service.
Empowering your team to do what’s best for the client and making this part of your brand can set you apart from the rest of your field.
Let your agents, team members, and assistants know that what they do and how they do it is an important part of your business. Make what they do more than just a job.
Empower them to what is right for the company and for the client.