 Innovation
Magnifies Your Service
Imagine
dinner at a romantic restaurant: soft music, candlelight,
fine wine. You use a credit card to pay the bill and
the waiter brings your receipt.
Can you see those important financial figures on the
bottom? Are they large, clear and easy to read? Probably
not.
Now what? Do you reach for the magnifying glass you
carry routinely in your purse or pocket? Not likely.
Not unless you carry the new ‘LensCard’
from Chase Manhattan Bank. With a magnifying glass built
into the corner of the credit card, this innovation
gives Chase customers the magnifying power they need
exactly when and where they need it; in the restaurant,
at the cash register, whenever those financial little
numbers mean a lot.
Key Learning Point
Provide your customers
what they need, exactly when and where they need it. Do
it before anyone else and you've got a valuable service
innovation.
Action Steps
Look carefully.
What would make things easier for your customers? How
about these: a handy pen or pencil, a hard writing surface,
the correct date or time of day, small change for a machine,
a calculator, local map, a dictionary, a mobile telephone,
telephone directory, soft, absorbent tissues, instant
photograph or photocopy facilities, a non-leak plastic
bag, notecards, envelope or postage stamps, packing tape,
sturdy string, a twist-tie or rubber band, cutting knife,
scissors or a screwdriver?
Whatever it is, provide it now. Making things easier for
your customers will make business much better for you.
Next Article in Customer Service Value Dimensions >>
It's Not About the Price.
First Article in Customer Service Vision >>
100% is Not Enough. You Need 120%
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
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