MBA1369 What Exactly Is Great Service?

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Hey O. Welcome to the 100 Army Show. Because your business needs you at your best. That's why we deliver daily 10 minute business lessons for the real world. I'm your host, your coach, your teacher Omar Zenholm. I'm also the co founder of the $100 MBA, a complete business training and community online. And in today's episode you will learn what exactly is great service. Regardless of what your business sells, whether it's a product, a software, an experience or even a service in itself, great customer service is expected. Now. It's the standard. It's the way your customers will most likely interact with you as a business. This is where they're going to get their impression of what kind of company you are. We all know when we experience great service as a customer, how can we break it down so we know how to reproduce this experience for our customers? Well, in today's episode, that's what we do. We break down the three core elements of delivering great service. Let's get into it. Let's get down to business. I can tell you firsthand with our software company Webinar Ninja, that great customer service, being able to deliver great customer service can be the reason your customers stay with you. It could be a source of revenue growth, of sustainability, of lower churn. It's so hard to gain new customers and get them on your side, to get them using your products, to use your services, you need to hold onto them, and that's what customer service allows you to do. Also, great customer service will help generate great word of mouth, where your customers recommend you to other people, get you some social buzz on social media, even fantastic reviews on review sites. So let's talk about the three core tenants, the core pillars of a great customer service experience. Pillar number one is you get your customers a result. Customers want something. When they reach out to you, they want a result. Whether they're chatting with you on your site to learn how to use your product or they're calling you on the phone for a refund, they're reaching out because they want an end result. They want something out of this conversation. And this is something you need to drive home with your team. Whoever answers your customer emails or chat messages or phone calls, and that could be you at this point, you have to have top of mind. How can I produce a result, a positive result for my customer? Because that's what they want. They want you to give them something that they're looking for. And it's a good way to evaluate customer conversations. Was a result produced in this conversation? Did you deliver a result for the customer? So that's pillar number one. It's pretty straightforward. But a lot of us forget that our customers want something. They want an end result when they reach out to us. Pillar number two, efficiency. Efficiency is one of the biggest reasons why people will say you have great support or great service, or if it's horrible. If you look at Yelp reviews, if you look at Google reviews, if you look at anything negative on social media about a company, more likely than not it falls into them failing in pillar number two, which is efficiency. What does efficiency really mean? It means that you're giving your customer the result they're looking for, producing result in an efficient manner. If somebody asks a question or contacts your support team or needs help installing the software they bought and it takes 24 hours or 48 hours to get an answer, that's not good service. Efficiency is so important. They want a result now. They want a result as quickly as possible. The reason why they're reaching out at that moment is because they need a result at that moment. And this boils down to something I see all the time, everybody in the world, their biggest asset is not money, it's time. If you can save people time, they're going to feel appreciated. They feel like, wow, these people get it. I'll give you a practical example. I absolutely love the check in kiosks at airports. Why? Because it checks off this pillar, checks off this box of efficiency. It gets me my result in an efficient way. I can check into my flight by just going to the kiosk, put in the information, they print out my boarding passes, even my luggage tags. If I'm checking in luggage and I'm now waiting in a long line and it's done quickly, efficiently and within minutes I'm done. When you have an experience like that, you're like, wow, why would anybody else do it differently? I saved so much time, so much effort and it took away some of the pain of travel. So how can you implement more efficiency, more time saving services for your business, for your customers? Whether it's self service on your website with a knowledge base or suggested articles based on the questions they ask. And a great tool for that is Intercom or even a welcome email that addresses some of the most common questions people have when they start doing business with you. Pillar number two is efficiency. How can you efficiently get them the result? Number three, an enjoyable experience. This is the cherry on the top. If you can create an experience where they get a result, where they get the result efficiently, but they also enjoy the process, they then that's the trifecta. That's where you give exceptional service. One of the most common examples of great service is Disney. If you ever go on a Disney vacation, they're efficient, they get you a result. You don't wait in a long queue to check into your hotel. Everything's organized, your bags are in your room. But when you get to the reception, everybody knows your name. They're friendly, they're smiling, they give you a complimentary upgrade if it's available. It's just an enjoyable experience. You don't feel like you're doing business. It's a pleasure. How can you insert a little bit of enjoyment in your service? How can you be a little personable? I mentioned the tool Intercom before when it comes to chat on your website, but it also works inside your members area or your application. And that way you can know your customer's name before they even chat. So when they start chatting with you, you can say, hey Bob, thanks for coming in and chatting with us on our platform. How can we help you? Bob? Doesn't feel like a number, feels like a person. You can make it friendly with animated gifs and emojis. You can even insert a video if you want. Say thanks, brainstorm with your team. How can you make your service more enjoyable and it doesn't have to be rocket science, right? Again, this is not going to take much time. This is going to be a short interaction because of the efficiency. How can we make it enjoyable? So pillar number one results number two efficiency and three Enjoyment. That's great service. Make sure your business delivers this type of service to your customers every time they reach out to you. In any communication, whether it's on Facebook, whether it's on chat, whether it's on the phone, whether you're face to face at a conference, this is going to win you customers for life.

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As a wrap up today's lesson, it's really important to be observant when you do have a great experience with a company when they deliver exceptional service. Try to break down and see what they did in these three pillars, in the result you got, in the efficiency of getting that result and making the experience enjoyable. It takes a few minutes when it's fresh in your mind to take some notes on your phone. I highly recommend this. I do this all the time and it makes a great opportunity, a great experience, a learning opportunity for me and for the rest of my team when I pass it on to them. Thank you so much for listening. If you love the show, hit subscribe right now so you don't miss a beat by hitting subscribe when the next episode is available, which is every day. It gets downloaded straight to your device automatically so you don't have to do anything. And make sure you share the show with your friends on social media in person. Maybe there's somebody sitting right next to you right now. Tell them about the podcast. It's the best way to give back to the show. Before I go, I want to leave you with this. One of the best ways to know if your customer is having an enjoyable experience with your service. Ask yourself, do you think they're smiling during this process? During this conversation, during this call? Or are they upset? Or are they angry? Are they frustrated? If there's a smile on their face, there's a good chance you've won that customer for life. Thank you so much for listening and I'll check you in tomorrow's episode Q and A Wednesday. I'll see you then. Take care.

Of Is it time to reimagine your future? The right business skills may make a difference in your career. At Capella University, we offer a relevant education that's designed to focus on what you need to know in the business world. We'll teach professional skills to help you pursue your goals like business management, strategic planning, and effective communication, and you can apply these skills right away. A different future is closer than you think with Capella University. Learn more at Capella Eduardo.