Some of us may have come across temperamental shop owners who are always rude to customers, a simple request can easily provoke them and they do not mind losing that "one" customer who walks away. They are complacent with their service standards, thinking that it is their product that sells.
But customers these days purchase items as a package with service excellence bundled with the products. Won't you rather buy from someone who makes you happy with your purchase than someone who pisses you off with a glare or a bad tone when you order from them?
Little do these ignorant business owners know that someone else may just snatch their rice bowl by replicating their recipe, peppered with better customer service, and there goes their business. That's the reality of things in this competitive landscape.
One needs to understand what Quality Customer Service is in the 21st Century. It is about delivering innovative and unique service that unexpectedly delights customers. In other words, wowing customers is a quintessential for a thriving business in today's context.
If one chooses to be a "Soup Nazi", then be prepared to face a dwindling business. If you want to avoid that, start redefining the business' culture early, from providing ownership to the people involved, communicating well within the business and externally to customers, and reinforcing core values of the business.
Renee Tan is a consultant and trainer for corporate organisations and educational institutions who specialises in the following: 21st Century Skills, Personal Mastery & Peak Performance, Communication Skills, Innovative Thinking, Entrepreneurship, Design Thinking, Personal Branding, Problem Solving & Decision Making, Service Excellence, Effective Networking, Public Speaking & Presentations, Team-Building & Cohesion, TetraMap®, Profiling, Career Guidance, Interview Skills, Sales Techniques, Negotiation Skills, and Brain-Based Learning.
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