One of this year’s nominees explained to us that his company is so tightly “wired” into its customers’ products that it can, through its proprietary technology, discover that a problem is about to occur. It then uses this knowledge to troubleshoot the concern before the customer even knows that a problem exists. How can we apply this idea to a more traditional, brick-and-mortar, people-oriented business?
I recently held a brief meeting with our service operators. These operators are responsible for handling all of our incoming service department calls or e-mails. Generally, they ask a few simple questions about the nature of the service work that our customers desire and set up an appointment for them or arrange for pick up and delivery of the client’s vehicle. Our customers can also book their own appointments using our service Web site. Once in awhile, a customer will ask for a time period that has already been booked.
Previously, we would explain that the time had been booked and we could give them another time during the day or the time they want on a different day. The customer then either agrees to our time, gets mad and agrees, or states that they will think about it and call us back later.
After a little sensitivity training, we asked that all of the operators get a manager immediately involved if they “feel” the customer has not been completely satisfied by their response. The manager will contact the customer within minutes and try to satisfy any of the customer’s lingering concerns. Admittedly, this is not as proactive a response to a customer concern as the pre-problem troubleshooting that our nominee introduced to us. But our near-immediate response time will demonstrate to the customer that we care and that we are committed to exceeding his or her expectations. It will also provide a consistency of outcomes, which all customers find attractive.
Computers, like Lexus, will always be easier to diagnose than people. The challenge and the opportunity lie in intimately aligning your goods/services with your customers’ needs. Those companies that can solve a problem when, or preferably before, a customer realizes that the problem exists will continue to win the race. Proactive problem solvers will also continue to win the WCCS Awards.
Dan Pyle is the managing partner of Metro Lexus, title sponsor of the World Class Customer Service Awards. Reach Metro Lexus at (216) 916-6000 or [email protected].
One of this year’s nominees explained to us that his company is so tightly “wired” into its customers’ products that it can, through its proprietary technology, discover that a problem is about to occur. It then uses this knowledge to troubleshoot the concern before the customer even knows that a problem exists. How can we apply this idea to a more traditional, brick-and-mortar, people-oriented business?
I recently held a brief meeting with our service operators. These operators are responsible for handling all of our incoming service department calls or e-mails. Generally, they ask a few simple questions about the nature of the service work that our customers desire and set up an appointment for them or arrange for pick up and delivery of the client’s vehicle. Our customers can also book their own appointments using our service Web site. Once in awhile, a customer will ask for a time period that has already been booked.
Previously, we would explain that the time had been booked and we could give them another time during the day or the time they want on a different day. The customer then either agrees to our time, gets mad and agrees, or states that they will think about it and call us back later.
After a little sensitivity training, we asked that all of the operators get a manager immediately involved if they “feel” the customer has not been completely satisfied by their response. The manager will contact the customer within minutes and try to satisfy any of the customer’s lingering concerns. Admittedly, this is not as proactive a response to a customer concern as the pre-problem troubleshooting that our nominee introduced to us. But our near-immediate response time will demonstrate to the customer that we care and that we are committed to exceeding his or her expectations. It will also provide a consistency of outcomes, which all customers find attractive.
Computers, like Lexus, will always be easier to diagnose than people. The challenge and the opportunity lie in intimately aligning your goods/services with your customers’ needs. Those companies that can solve a problem when, or preferably before, a customer realizes that the problem exists will continue to win the race. Proactive problem solvers will also continue to win the WCCS Awards.
Dan Pyle is the managing partner of Metro Lexus, title sponsor of the World Class Customer Service Awards. Reach Metro Lexus at (216) 916-6000 or [email protected].
