We live in an age when you can get nearly anything cheaper at anytime thanks to the Internet. People have choices — almost too many choices. A business can no longer thrive just because it is the only game in town. Thanks to two-day free shipping, it isn’t.
The only way a business can compete in this new world is to become an experience.
Businesses can no longer compete because of exclusivity. Or price. Or selection. They have to compete by providing amazing customer service. They have to give a reason for a shopper to choose them.
Every morning, I get to experience amazing customer service.
I drink a lot of unsweetened tea. I mean a lot. And the last time I checked, you can pretty much buy unsweetened tea anywhere. But I buy it at the High Street Whataburger in Jackson. Why? Not price. They’re actually a few cents higher than a few of their competitors (although they do have bigger cup.) And it isn’t quality. Tea is tea. It’s hard to screw up (but can be done). No, I buy tea at Whataburger AND I go inside for one reason: Fannie.
Fannie runs the register in the morning. She’s usually working like crazy during the breakfast rush. But she takes time to smile. She’s glad to see each customer. She seems like she loves life. She provides excellent customer service. She provides a great customer experience. All for $2.28.
We’re in a brutal era of change. It’s time for us all to reevaluate who our customers are and how can we serve them better. Whether it is our boss, our clients or even our families, we need to figure out how provide them a better customer experience.
Question of the day: What’s an example of a company that you feel provides a great customer experience?
Marshall, I have that same great experience at the Whataburger here in Vicksburg. I choose this place over all the other fast food establishments because of the people. I am particularly fond of Carolyn, but there are a lot of nice folks there.
I completely agree with you Marshall. Customers are treated that way at Nance & Co. Spa & Salon in Flowood. They truly appreciate their customers. Their motto, from the late John Ruskin, is ” The customer is not an interruption to our business. They are the PURPOSE of it”. — Nance & Co still sends hand-written Thank You notes to their new customers. Wow!
Love it!
Our pastor challenged us Sunday to make an intentional effort to give our best to God in all we do. That whatever task we go about at church, or really anywhere, we will give it our all–our absolute best effort. I have tried to be more conscious of my effort in all I do, and, of course, I am lacking many times, but I am trying to do better.
Customer service:
Watson Quality Ford – we recently bought a vehicle there and our rep went above and beyond for us.
Tip n Toes nail place in Clinton – the owner and employees there always make us feel welcome and sometimes give little extra complimentary services to my daughters like a polish on their fingernails. Not the full manicure, but a little something special.