What a fabulous weekend we had for sport! Although we did have a conflict in the Cooper household, which resulted in Formula 1 in one room, and tennis in another. Sorry, if you’re a cricket fan, that didn’t get a look in!
Thinking back, is there anything we can learn from Federer and Djokovic in that brilliant Wimbledon men’s final?
Here are 3 lessons I believe we can take away that relate to customer experience, and one aspect we probably want to avoid.
1. You’re only as good as your last experience
In Wimbledon, you’re only as good as your last match.
If you don’t win you simply don’t get through to the next round.
Likewise, in the customer’s eyes you’re generally only as good as your customer’s last experience. So, get it wrong once and you need on average 10 positive experiences to outweigh the negative experience.
To build trust your customers should be getting the same level of service each and every time they visit you so they won’t be disappointed on their second, seventh or even 70th visit.
2. You have to keep training
To keep delivering to such a high standard they have to train.
Not just every so often, but all the time. Always looking for incremental improvements.
It’s the same being at the top of your game with service. You have to train your team, not just as a one off, but ongoing, always refining their skills and your processes. You need to – not just meet expectations – but exceed expectations, so with regular customers this means continuous improvement.
3. Establish routines, rituals and habits
To keep playing their best they have their own routines and rituals.
The same applies in your business, to deliver a consistent level of great customer service and customer experience you have to have systems in place that help create habits, otherwise no two days will be the same and no two customer experiences will be the same. Have systems, routines or rituals for your team to follow, whoever is on duty…. Not just your exceptional team members, even your average ones should be able to deliver outstanding service every day.
4. The extra mile or extra inch?
These guys gave it their all.
So, I doubt either could sustain this level of performance day in day out.
This is where your customer service differs.
Everyone talks about going the extra mile. And of course it’s good to exceed expectations, but it doesn’t have to be massive. Whilst going the extra mile is good, just going the extra inch or two can make a difference and still leaves you with more in the bag to pull out next time!
Simple things such as getting back to people quicker than anticipated – speed always impresses, including something you thought they’d like just because you know it’s their favourite (the fact you’ve remembered this will of course earn you bonus points), or any of the little unexpected extras I talked about in last week’s blog, or in the video here
If you only do one thing
Delivering what you’ve promised is a given. But what can you and your team do to exceed expectations? Go the extra inch; not massive leaps; but aim for Consistency +1%.
That way you’ll always have something left for next time to impress those regulars!