It has been a long time since the last customer service quotes article. I hope you missed it! After all, what is better than a good dose of knowledge served in a concise way? Let’s focus on the new customer experience quotes I found and what they mean for us, customer service freaks!
There are no traffic jams along the extra mile.
If you’ve ever been to the mountains, you’ve probably noticed that the easiest trails are the most crowded. If you want to be rewarded by outstanding views of nature and meet only a few souls on your way up, you simply need to try a little bit harder than the others and aim higher.
The customer service trails of “the extra mile” are still uncrowded. Many companies are getting better at providing amazing customer experience and they should look for outstanding and unforgettable experience.
The situation that took place some time ago at the Ritz–Carlton hotel is a great example. A mother along with her two children spent a few days in a resort and when they came back home her son realized that his beloved stuffed giraffe, Joshie, had gone missing. Like every child in this situation, a boy was devastated after the loss, so his dad did what every solicitous parent would do – he came with a great lie and told his son that “Joshie wanted to stay on vacation for a few extra days…“
The same night Ritz–Carlton service called the family to tell they found Joshie. Happy parents asked the staff if they can make a few photos of Joshie at the hotel to make the story authentic for their son. After a few days they received a package from the hotel with Joshie and some great pictures that were proof of Joshie’s holiday.
Obviously Joshie couldn’t aimlessly wander around the Ritz without a staff card, so they made him one! Watch the full story told by a boy with giraffe’s dad and see the pictures they got from Ritz–Carlton staff. It shows how sometimes people can go above and beyond to provide amazing customer service. I hope this story will warm your heart like it did mine.
Here is a powerful yet simple rule. Always give people more than they expect to get.
Ritz–Carlton staff’s engagement in “giraffe missing” case is a proof that we can always find the little things to do in order to nicely surprise our customers. We just need to do a more than others expect to get.
Let’s say you work in the office and sometimes come a little earlier when you need to finish an important project. Or you stay longer when you’re really passionate about something and just forget to count time. I’m sure your boss appreciates that you do a little more than required.
I’m always impressed when I ask a clerk in the mall where can I find something and instead of getting instructions like “go left, then right after the teas section and you’re there,” they go with me to this alley to show me what I’m looking for. They literally go the extra mile for me. Well, maybe not a mile, but you get the point.
Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.
I will never forget my visit in Victoria’s Secret store in London. Although they had Christmas sale and most of the things still costed a lot, I bought bunch of them. Don’t ask me how much I paid. All I know is that they made me feel like one of their models.
When I was waiting for my turn in the fitting room, they asked my name and took the things I wanted to try on. Then after a while a lady with a headset said loudly: “Olga, you’re up next!” I know I have a vivid imagination, but I felt like I was a part of their fashion show. That’s how great of an experience they gave me.
Besides, have you seen their glamorous fitting rooms with the bells so you can call staff for assistance? They look like a luxury tiny bedrooms with a nice bench inside, warm lighting and everything in black–pink colors. No wonder they’re reluctant to let guys in along with their girlfriends.
Customer experience at its best
There are many ways to make customers feel special. I hope these examples from travel and retail industries will spark an idea in your head to do something more than expected by customers.
If you’re willing to provide better experience, think of it in the following way: when a customer asks me something – I can answer their question, but is there something more I can do?
Make every aspect of the customer experience a little bit better and you’ll get there. After a while, you won’t even notice that you walked the extra mile for a customer because it will become a standard for you. But it still will be outstanding for the customers.
If you liked this post, you might also be interested in Great Customer Service Quotes and What You Can Learn From Them.
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