How well does your team create an impression that LASTS with everyone they come into contact with? During these last few months have they gotten a little rusty when it comes to exceeding your customers expectations? We all rush to deliver what we perceive it “good or exceptional customer service”. Unless these traits are present, we won’t do a very good job of creating this impression and exceeding our customer's expectations.
Maybe all they need is to get a "reset" when it comes to delivering that experience. It could be as simple as creating that impression that LASTS.
LASTS – is an acronym I have created and it stands for-
L- How you LOOK- Your body language, appearance, dress code. The first thing most people see are your non-verbal cues. If you don’t look like you care about wanting to be there and help them, why should they care to purchase something from you? (By the way, how you look also applies to your on-line presence.)
A- How you ACT- They say that actions speak louder than words. If this is the case, how do you “show up” in front of a customer or prospect? Do you actions tell them that you are there to listen, care about them, and help them solve their challenge?
S- How you SPEAK- What words do you use when working with people? And how do you use them? Is your tone condescending or aggressive? Do you use words that are known in your industry, but these only confuse the other person? Or do you speak with confidence and your tone reflects respect and empathy towards your customers?
T- What your TACT is- Tact is defined as a keen sense of what to say or do to avoid giving offense; skill in dealing with difficult or delicate situations. How do your people handle some of the typical “company stuff”? Gossip, cliques, tantrums, aggressive behavior? Do they practice tact when it comes to serving their internal customers before they can even start serving the external ones?
S- How you SERVE- This takes on two meanings. The obvious one is the service that your people give to the customers. The not so obvious one is using the word “serve” as it applies to leadership. Is everyone on your team a “Selfless Leader”? Meaning…do they put others and their needs in front of themselves? And are they willing to let others on their team take the credit for a success, and they put their ego aside because it really will help the team?
Easy to remember, right? Absolutely.
Easy to implement? Absolutely… as long as everyone understands how important these five traits are to creating a wow experience and an impression that LASTS.
Bob Pacanovsky is a Keynote Speaker and Strategic Trainer
who works with organizations to create an Impression that LASTS that will attract and retain more clients and employees for your organizations to deliver The Black Tie Experience!
To learn more, and to book Bob contact him:
Call (330) 352-6084 or email Bob@BobPacanovsky.com