 Stop
Looking for the ‘X factor’
Managers
ask how to find staff with that ‘X factor’
for great customer service.
I say stop looking for the X factor. Create it!
The receptionist at Hewlett-Packard smiled and asked
how she might help. When I told her who I’d come
to see, she gave me a visitor’s pass and directions,
and a small gift; a packet of ‘Post-It Notes’
praising HP’s recent awards for providing excellent
service and support.
I smiled as I accepted the gift. She smiled as she gave
it to me. It was a ‘win’ for me to receive
the present, and for her to give it away. It’s
a big win for HP to have customers and counter staff
smiling all day long.
No magic X factor here, just a smart and simple system…
implemented with management approval.
I visited the showroom of a European car dealer. Walking
to the restroom, I saw a dollar coin on the floor. Stooping
down to pick it up, I discovered it was glued to the
floor.
I stood up and saw the technicians laughing at my expense.
I was not the first customer to be caught by their little
joke.
What a losing situation! The service technicians show
disrespect by laughing at customers every day.
No lack of X factor here, just a stupid situation to
embarrass customers…implemented with management
consent.
Key
Learning Point
Make it easy for
staff to share that special X factor. Build smart systems
to help source and support it.
Action Steps
Find where your
customers may be confused, embarrassed or upset. Fix it.
Find where they could be appreciated and delighted. Create
it.
Next Article in Customer Service Standards >>
Peach Pie With Your Scuba Dive?
First Article in Customer Service Toolset >>
Future Sales are Hiding in Service
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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