Service may be defined as “‘the action of helping or doing work for someone” or “a system supplying a public need such as transport, communication or utilities”. It can also be understood as “a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks”. Service is a systematic action that demonstrates how you interact with your customers as you aim to fulfil their desire to purchase what you are supplying. In this sense, you can see how elements of all three established definitions apply within the context of conducting business. However, there is also another way of considering how service is defined. That relates to the quality of customer experience in all aspects of dealing with your business. This holistic approach ensures that you pay attention to the little things that compound to influence the overall customer experience. And make them come back for more of the same. One way to ensure customers stay happy is by having access to your company 24/7. This is easily accomplished by using conversational AI bots to answer calls round the clock.
Dr. Maya Angelou is credited with writing that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. Covid-19 has impacted some businesses negatively, and customers are even more discerning about how, where, and with whom they spend their money. McKinsey & Company Executive Briefing note #68, published August 18, 2021, highlights the 40 to 80 percentiles increase in online ratings and reviews when comparing the core months of the lockdown in 2020 to the same period in 2019 for US commerce. In other words, people were talking about their experiences, and word of mouth still influences how and where people spend their money.
The sovereignty of service goes beyond thank you, please, you’re welcome and sorry about that. It speaks to the heart of your business and how you demonstrate that you care about each customer experience. Things will go wrong as they ofttimes do, but your default position should always be based on high standards. High standards are maintained through attention to the small things that compound to impact the overall positive experience. Service is the distinction between a good business and an elite business. It is a given that your product or whatever you offer is fit for purpose, quality controlled and competitively priced. But why should people buy what you are selling? How do you distinguish yourself? Exemplary service will help.
Here are some ideas to consider:
– Resolve reasonable complaints as efficiently as possible.
– Align your logo, branding, décor, website, social media messaging, copy editing, general communications, and telephone manner to reflect your business cohesively, e.g., your business name should be mentioned within seconds of answering a telephone call. All social media posts should be on-brand message.
– Appraise your internal systems, e.g. Is the pre-booked client contacted as soon as possible if the stylist in a hair salon is absent or running late?
– Outsource your customer services to professionals such as Chirpish. Outsourcing will allow you to devote more time to growing your business.
About the author
Malik Muhammad was raised and educated in Jamaica and read law in London. He created The Empowerment Mastery System to influence, help and inspire businesses to cultivate their visions. Malik enjoys vegan cooking and quad biking. He is an after-dinner speaker, event host, and convenes empowerment seminars internationally. His latest book COFFEE & CONTEMPLATION: a taste of empowerment is available on Amazon.