Customer Service Secrets
When it comes to marketing, one does not really need to reinvent the wheel. Smart marketers often draw inspiration from tried and tested ideas that have worked successfully and produced dramatic results for others in the business. Medical professionals can employ these ideas and strategies to promote their practices and gain an edge over competition.
Luxury brands invest large amounts to understand consumer psyche and then create their customer service guiding principles, programs, and strategies to win their loyalty. Customer loyalty constitutes the foundation of their success in business. They offer innovative customer support and service, which customers appreciate and remember long after the purchase has been made.
The 10-Foot Rule
The Four Seasons chain of hotels has created certain rules for its employees. If you are an employee at the hotel, and you are 10 feet from a guest, you will make eye contact and give a warm smile. If you are five feet from the guest, you add a greeting and a friendly gesture.
This simple rule is a part of the Four Seasons’ ‘Golden Rule’ to make every guest feel like royalty. The Golden Rule is simply the idea that if you treat people well, the way you would like to be treated, they will do the same.
The Grandma Standard
Crown and Caliber, the online marketplace for luxury pre-owned watches follows what it calls the “Grandma Standard.” When working with a customer, their team has the mentality of: “What if this customer was my grandma or grandpa? How would I treat them?”
Empathy is the governing factor behind everything that their customer service team does while engaging with customers. Empathetic customer service reps make owners feel comfortable placing their beloved watches in the safe hands of the company.
Use Your Good Judgment
Nordstrom trains its employees to use their good judgment in a given situation. As the legend goes, a Nordstrom security guard once saw a woman crawling on the floor looking for a lost diamond from her engagement ring. He joined the search, crawling on the floor, and also asked other workers to join.
Eventually, they started opening the dust bags from the store’s vacuum cleaners, and while sifting through the dust, they found the diamond. With this level customer service, how could a competitor steal their customers?
The Best or Nothing
Mercedes Benz sets a goal of offering “the best or nothing” to its customers. The company seeks customer feedback to make strategic decisions about everything from creating new services to refining the way its dealers engage with customers. For instance, based on customer requests for quicker service, the company launched an expedited maintenance service called Premier Express.
Luxury jewelry and watchmaker Faberge delivers outstanding customer service by way of offer 24×7 availability. The company’s vice president Jon Omer says that he gives every client his business card with his personal mobile phone number. Customers can call and text him at all hours. The company outperforms its competitors in terms of accessibility and dependability with this 24×7 rule.