As a behavioral and communication expert, you’ve heard me mention it is how we go about things and how we say it that matters. Customer service is no different. In fact, I will go as far as to say how you treat your customers is more important than your product or service. Customers have options – plenty of them. It often boils down to price and customer care.
I just watched the movie, Sunshine Cleaning, with Amy Adams. She is a single mom trying to make more money to support her family. She stumbles upon the bio-hazard and crime-scene cleaning business and gets to clean up after dead bodies are removed. It pays well, but she had a lot to learn about proper protocols. She attends courses and trainings, but what she does in one scene cannot be taught yet is so profound.
She arrives at the home of an elderly lady whose husband committed suicide in their home. The woman is sitting on her front porch waiting for her son to pick her up so they can eat at the Howard Johnson while her home is cleaned (all the blood removed, etc.). Rose (Amy Adams) could have gotten straight to business but takes one look at the distraught lady and asks, “Would you like me to sit with you for a while?” The lady says, “I would like that.”
Rose sits and holds the woman’s hand until her son arrives. She doesn’t say anything but is just there for the woman in time of need. THAT is customer care! Latter in the movie, Rose attends a baby shower with her former high-school class mates, all of which appear to be so much more successful than her. Yet, when she shares about her new business, she beams with pride. She loves that she gets to be a ray of sunshine in the midst of a tragedy for people. She helps make things a little better. She shows how much she cares for her customers, and that is what can set YOU apart from your competitors.
You can’t fake caring, but what you can do is hire the right people. I have motivators and drivers’ assessments that give you insights into floats people’s boats and jazzes them. Matching interests to your needs will cost you less than having the wrong people treating your customers poorly. In today’s market, you cannot afford not to care.