“The goal as a good company is to have customer service that is not just the best, but legendary.” - Sam Walton
I come from a service background. As an ex-actress, I have a PhD in waiting tables and tending bar.
Good service is something I notice. It affects my buying. It affects my brand loyalty. It probably shouldn't, but it can even affect my mood.
Good service will keep me coming back to a sub-par restaurant. Excellent service gets me to rave and tell all my friends about a spot (hello word-of-mouth-advertising). Above-and-beyond service inspires me to write corporate offices and send reviews that have resulted in promotions (true story).
So let’s talk about service because service matters.
We’re in such a hurry to live our entrepreneurial lifestyle that we forget we’re in business for a reason. Forget good business, it just IS business to show up and serve the people who pay you.
In the online space, we learn about client avatars and running webinars. We talk about social media marketing and followers. There’s live streaming and our messaging. Our brand and brand story. Marketing and sales. The list goes on, but who’s talking about service?
Who’s talking about the way we show up and serve our audience and clients?
We’re farming out the human element one messenger bot at a time, and we’re trading connection for convenience.
Think this is just some ex-waitress rant? Think again. The way we serve our clients and customers affects our bottom line!
I could wax poetic about the importance of service, the integrity behind this, and how it ties into our business purpose. I could tell you that being of service will build connections.
But sometimes numbers speak louder than words, so let’s look at some stats:
Studies show it costs 6 to 7 times more to get a new customer than to keep an old one.
Loyal customers tend to be worth ten times their first purchase. (White House Office of Consumer Affairs)
A study showed that 3 out of 5 of us are willing to give up a brand we love in exchange for some good service.
Another study showed that 9 out of 10 of us are willing to pay more for something we think has awesome customer service.
Studies also tell us we’ll walk out of stores when we think the services sucks.
{Stats pulled from this awesome article: https://www.helpscout.net/customer-loyalty/}
Sometimes we shy away from providing excellent service because we think it comes at the expense of our well being or means a ton of extra work.
And, yet, good service can truly be working smarter, not harder. After all, it’s easier (and cheaper) to keep a happy customer than it is to get a new one. Besides, anyone who’s ever done something nice for someone else knows we always get the fringe benefit of feeling good ourselves. It’s why it’s said there’s no true altruism. Good service is similar.
I’m a firm believer that business success comes from being client-serving and self-serving. We need the marriage of both, and serving one serves the other. Meaning, when we serve our clients well, it fulfills us, our purpose, our mission, and our overall business and bottom line.
Cultivating excellent service within our businesses and making our clients and customers feel heard and understood has never been more important. As consumers, we’re starved for quality service and stuffed with options.
Want to stand out online? Want to find a way to differentiate? Want to find your ‘blue ocean’? Your ‘unique selling proposition’? It might just lie in delivering outstanding service.
If you want to find an edge and thrive as an entrepreneur, I dare you to swim upstream and focus on service first.
Instead of looking for ways to disconnect and step away, find ways to lean in.
Instead of looking for ways to scale, look for ways to show up and serve the people already in front of you even better.
Instead of bouncing after closing a sale like a bad one-night-stand, find a way to show up and surprise and delight your customer.
Here’s the deal with good service, it doesn’t take much. It’s amazing what simply listening to your people’s needs can do. One bonus or unexpected extra can do wonders. A simple check-in or question to make sure your client feels taken care of.
Sometimes a simple gesture is all it takes. Did you know they’ve found that waitresses who leave smiley faces on their checks get better tips? Small, positive gestures add up into real dollars.
Paying attention to details can make us feel special. I know when I open a product that’s carefully wrapped or receive a thank you email for my purchase, it makes what I bought seem extra luxurious.
Service is a human element, and it makes people us feel good about spending their money. In fact, sometimes it makes us want to spend money again and again.
The combination of a stellar product or program with excellent service will have you rise to the top. People will notice because it’s rare.
Be rare. Care enough about your business, brand, and most importantly your customers to deliver excellence.
Wishing you your version of success!
P.S. Ready to design and build a business that serves you AND your clients? I’d love to support you! Let’s get you out there connecting with and serving your dream clients, so you can make more money doing what you love! Click here to learn more and book a free coaching consultation!
