The Holidays Are Here
I
use a credit card for many business purchases.
Since I travel a lot, this means quite a bit of money
is charged throughout the year.
Therefore, I was pleased when my bank had a local hotel
deliver a ‘basket of goodies’ to our home
during the holidays.
The card attached thanked us for our support, and looked
forward to another year of providing beneficial service.
Unfortunately, the basket included abalone, chocolate
cake and cookies. I am vegetarian (no abalone), we don’t
eat much chocolate (no cake), and we try to avoid extra
sugar (bye-bye cookies).
I’m sure the hotel has other options: nuts, flowers,
a voucher for dinner – any of which I would have
appreciated more.
In fact, I would have loved a phone call saying, ‘Hello
Mr. Kaufman. On behalf of your bank, we would like to
send you a gift of your choice. Would you like wine,
chocolate cake and cookies? Or would you prefer nuts
and a large bouquet of flowers? Or perhaps a voucher
for dinner at one of our fine restaurants? Or shall
we donate the cash value to a charity of your choice?’
The cost to the bank would have been the same. The difference
would be a phone call…and the desire to give
customers what they want, not what you think they should
want.
Key
Learning Point
Don't assume you
know what your customer really wants. Find out. It doesn't
take much effort: just a phone call, and the right desire.
Action Steps
Before launching
your next customer promotion, call your customers first
and ask them what they think. Then, give them what
they want.
Next Article in Customer Service Contact >>
How to Be Customer Unfriendly
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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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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