Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

CHAPTER ELEVENHello/Good-Bye

Two Crucial Moments with a Customer

We’ve been tough taskmasters throughout this book, urging you to do everything right and to never let up. We’ve drilled in the value of putting in exceptional effort, day and night, with your customers. But there is a place for shortcuts in customer service, too. In Chapter 3, we mentioned that concentrating on certain crucial emotional moments with your customers is your guarantee that you’re putting your efforts where they make the most difference—where they lodge most vividly in memory. We covered one of these crucial emotional moments, service recovery, in Chapter Four. Now we focus on the other two: hello (your greeting) and good-bye (your farewell).

Hellos and good-byes are ...