I don’t know what it is about the last few weeks, but I’ve experienced an onslaught of bad customer service. Here is a sampling of these unexpectedly unfortunate instances.
+ A flowering plant arrived dead from a reputable florist: “We’re sorry you were disappointed”.
+ Bathtub drain backed up in a hotel: “Oh, that happens sometimes”.
+ The cashier at a big box store: Huffing because my credit card needed to be swiped twice.
+ Request for help from an airline rep: A heavy sigh and rolling of the eyes.
What the heck is going on? After at least 14 months of reduced or practically non-existent business, don’t companies know that the loyalty you had pre-pandemic is being reassessed during the reopening?
Whether you are in a business-to-business or business-to-consumer market, how you treat the people who buy your products or services must be top notch. If not, be prepared for your former customers to fade into the background slowly, quietly.
Observe the process in your company. Welcome back clients who have been scarce during the past year. Take time to show interest in them and make positive personal connections as they reengage with your company.
Relationships can’t be taken for granted. Do what you can to ensure that you’re providing the best experiences you can, and amplify those relationships. Don’t just expect clients to show up for business as usual; create the environment for them to eagerly want to be your clients.
Rethink what great client service means for your company and create a revised missive – “Client Service 2.0” – to propel you through this transitional time and beyond. After all, your clients and customers deserve to feel like you really want them!