Satisfaction: The Kiss of Death!
Many companies’ training goal is to produce customer satisfaction. Today’s more demanding customers require you to raise the bar far beyond satisfied. Your training should produce a customer outcome that is “delighted,” customers who want to buy again and who see you as their first preference when making their next buying choice.
On a 3 × 5 card, write: “My team needs to go beyond satisfied customers to delighted customers.And it’s my responsibility to lead them to that level of service.” Use the card to remind you not only what the goal is, but also who’s responsible for achieving it.
When Marcy called the plumbing firm for a commode that had been stopped up, the plumber had the problem repaired ...