Treat Your Customer Like a King | S.U.C.S

[Panamera Turbo S]

Hey folks,

I want to tell you a story that happened to my those days and from which we all can learn to accelerate the growth of our business. Yesterday my dad send me to an auto service to change the windscreen of my Toyota. So i did so, i went there, let the car and they told me they will call me back later to pick up the car. My car had a problem with the front right window which couldn't open, and it's automated.


So lately they called me back and told me that the car is ready to go. I came there, and they told me that i will have an discount. So i payed 580 Lei (the equivalent of almost $140) and than jump in the car. The windscreen was perfect i saw no problems and i also saw that both front windows where opened. And i ask my self what happened knowing that the right window is broke. And you know what ? Yes, i guessed. They repaired the problem of my right window without asking me for a single dime cost. It works perfect and i have no problems.

So today i met with my dad and a guy which actually recommended dad to send me with the car there. I told that person what they made with my right window and we say that he also had a surprise for them for FREE at his car when he went there.


You see the match ? This guy went there and because of the Superior Unexpected Customer Service (S.U.C.S.) he recommended my dad to go there with my Toyota. Those guys violate our expectations and because of this they Increased the likelihood that we gonna tell other people about them.


The thing is that you should do the same. As MJ says, customer service in our day it's horrible, and because of this we can exploited it to grow our business. I also recognize that at my business where i sell eCommerce Software i violate my customers expectations.

So if you want to explode your business income, violate your customers expectations and they will sell for you better than any advertising that it's out there.

I hope this helps!

 

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[MattR82]

Well said. I am in the progress and process stage of starting my own venture now and have experienced some truly shocking customer service. And this is from people who are owners/partners etc at various companies. From market research to legal to design companies. Do you really think I want to give you my business when it took you 3 days to respond to my email and website enquiry? Sorry buddy. I found someone else and have already had the meeting..

Really emphasised how badly I want to ensure S.U.C.S. if I am able to get my own venture off the ground.

 

[BlakeIC]

Ahh that reminds me of dropping off my vehicle at a shop (my dad had me do this too, steering wheel was locking up while i was driving)

I went in, they told me to drop off my vehicle on "x" day and they would look at right away, well i dropped it off on "x" day and guess what? they didn't even touch the car for another 2 days after they had claimed it would be looked at when I dropped it off

Keep in mind I had a very important deadline for something within the next few days and I needed the vehicle for it

Well they finished it 3 days later than claimed and the night before the deadline (i met the deadline)

edit: I personally don't trust taking my vehicles to a mechanic in the first place but my dad insisted because he would pay for it

 

[AgainstAllOdds]

Here's a formula I live by:

Satisfaction = What you get - What you expect

Your anecdote is a great example of that. Increase satisfaction. Increase repeat business.

 

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[Bit]

I've had similar experiences.

Case and point,

I went to Best Buy to buy a large TV with cash in hand. I had my heart set on a brand of TV with good specs. Walked in, expecting to get hounded by sales reps, like usual, but instead? All the sales reps or floor reps were busy chatting it up with eachother. One of the sales girls in the TV department was too busy flirting with a guy (They were talking about places to eat and what she is going to school for, etc). I remember this vividly because she was still talking to him as I left, in the same spot. Ok, no big deal, I'm sure someone else will help me. I waited for 10 minutes in front of the TV stands, obviously waiting around for someone to help me. No help, all the associates were busy laughing at some guys joke near their stand or whatever. So I left. At the exit, a person said "Were you able to find everything you needed?" I said "Yes, but your people were not paying attention to me so I'm going elsewhere". "Would you like to take this survey for a 5% discount, explain your dissatisfaction?" "No thanks" and left. 5% off would not buy me to shop there for a TV again.

Should I have asked for help? Absolutely, but I was way too pissed that these floor reps were busy smoking and joking and not paying attention to what was going on around them that I didnt even want their help.

Ever since that experience, it's left a bad taste with me and I never shop there unless I absolutely have to. I'd rather go to Target or Micro Center or even shop Amazon.

Customer Service matters.

 

[AgainstAllOdds]

I waited for 10 minutes in front of the TV stands, obviously waiting around for someone to help me.

Why didn't you just ask for help?

When I walk into a store, I instantly find someone to help me. Get in and out in half the time. Waiting around for help is literally the slow lane to getting in and out.

 

[Bit]

When the people who are supposed to provide customer service to you are telling jokes and ignoring everything going on around them, that tells me, the customer, they don't care. And neither should I. So I left.

Theres a time and place for everything.

 

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[AgainstAllOdds]

When the people who are supposed to provide customer service to you are telling jokes and ignoring everything going on around them, that tells me, the customer, they don't care. And neither should I. So I left.

Theres a time and place for everything.

Yeah, but you're thinking about it wrong.

Your goal was to buy a tv. But what ended up happening is that your ego got in the way of you purchasing a TV. You didn't accomplish your goal.

Likely the following thought process: "I'm spending $600 cash. And these guys don't even want to talk to me? Are they freaking serious?!"

Here's the thought process from their perspective: "I make $10 an hour and a 1% commission. Here's a nice guy hitting on me. Hmm... would I rather go help out that gentleman over there and make a potential $6? Or would I rather talk to this guy which rarely happens?"

Same goes for the guys joking around. They rather enjoy themselves than help you out. I would too.

The fact that you stared at the TV's for 10 minutes instead of asking for help captures the situation perfectly. You chose to be a victim of circumstance instead of taking control. And in turn you didn't get your TV, left angry, and continue to harbor that anger to this day.

 

[Bit]

Yeah, but you're thinking about it wrong.

Your goal was to buy a tv. But what ended up happening is that your ego got in the way of you purchasing a TV. You didn't accomplish your goal.

Likely the following thought process: "I'm spending $600 cash. And these guys don't even want to talk to me? Are they freaking serious?!"

Here's the thought process from their perspective: "I make $10 an hour and a 1% commission. Here's a nice guy hitting on me. Hmm... would I rather go help out that gentleman over there and make a potential $6? Or would I rather talk to this guy which rarely happens?"

Same goes for the guys joking around. They rather enjoy themselves than help you out. I would too.

The fact that you stared at the TV's for 10 minutes instead of asking for help captures the situation perfectly. You chose to be a victim of circumstance instead of taking control. And in turn you didn't get your TV, left angry, and continue to harbor that anger to this day.

I guess so.

Ego didnt get in the way, expectations were set, they didnt meet it, and I left.

If you'd rather enjoy yourself than helping out your customers. I guess that's your priority.

I see what you're saying. This did happen several years ago though. Maybe I should just grow up and not have resentment

 

[MattR82]

Yeah, but you're thinking about it wrong.

Your goal was to buy a tv. But what ended up happening is that your ego got in the way of you purchasing a TV. You didn't accomplish your goal.

Likely the following thought process: "I'm spending $600 cash. And these guys don't even want to talk to me? Are they freaking serious?!"

Here's the thought process from their perspective: "I make $10 an hour and a 1% commission. Here's a nice guy hitting on me. Hmm... would I rather go help out that gentleman over there and make a potential $6? Or would I rather talk to this guy which rarely happens?"

Same goes for the guys joking around. They rather enjoy themselves than help you out. I would too.

The fact that you stared at the TV's for 10 minutes instead of asking for help captures the situation perfectly. You chose to be a victim of circumstance instead of taking control. And in turn you didn't get your TV, left angry, and continue to harbor that anger to this day.

Hmm. Who really cares about their thought process? YOU are the customer. To say he didnt achieve his goal doesn't make much sense to me. He can just walk to a competitor over the road. Problem solved. Goal achieved. Pretty sure he isn't without a tv to this day

 

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[Nick314]

Let me just toss another anecdote into the SUCS evidence ring.

I friend of mine built a multi-million dollar hosting service using SUCS. His requirement for his support call center was that *every* customer call was answered within *3 rings* by a *live person*. No IVR. No hold time. Ever. He didn't care if he had 50 support staff twiddling their thumbs with nothing to do, so long as there were enough on hand to handle surges and always satisfy this requirement.

He eventually sold the company. Recently, touring it, they now have a big monitor on the wall with a number: "current longest hold time". When I was there last it read 6 minutes. He's pretty furious about it, but it's no longer his baby. Unsurprisingly, it is no longer growing as fast as it used to.

When he gave me business advice, SUCS (not in so many words) was at the top of his list. He said "always talk to your customers", and even potential customers--you can get valuable information from them. Always give your customer more than they ask for. Always ask non-customers *why they didn't want your service or product*--this may reveal valuable shortcomings of your business or reveal new market needs that you could meet.

 

[BlakeIC]

Why didn't you just ask for help?

When I walk into a store, I instantly find someone to help me. Get in and out in half the time. Waiting around for help is literally the slow lane to getting in and out.

@Bit has a point though, usually at a local best buy there is workers flooded in there compared to the amount of customers in there at any given time
I see where he is coming from in terms of an employee not assisting him when he was in there

 

[ilrein]

Yes, clearly the sales reps should probably be on their game more.

But it's so against the attitude of this forum to just give up when something doesn't go your way. We don't care what the micro situation was -- we care about your overall macro mindset.

It's a surprisingly good point that can lead to a serious discussion.

We expect entrepreneurs to have certain attributes: decisiveness, respect for their time, and an overall different outlook on business. @AgainstAllOdds is wondering why you don't act on these qualities --- and instead basically stand there with your mouth open wondering "why isn't anyone rushing to help me?"

It's because we strongly associate the notion of waiting to be helped with that of entitlement/socialism/slowlane.

 

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[Bit]

Yes, clearly the sales rep should probably be on their game more.

But it's so against the attitude of this forum to just give up when something doesn't go your way. We don't care what the micro situation was -- we care about your overall macro mindset.

Of course!

But this was years ago Lol. I was hoping to add to the fact why Customer Service is so important, not dwell on the micro situation of what happened when, some long time ago.

 

[MattR82]

Yes, clearly the sales reps should probably be on their game more.

But it's so against the attitude of this forum to just give up when something doesn't go your way. We don't care what the micro situation was -- we care about your overall macro mindset.

It's a surprisingly good point that can lead to a serious discussion.

We expect entrepreneurs to have certain attributes: decisiveness, respect for their time, and an overall different outlook on business. @AgainstAllOdds is wondering why you don't act on these qualities --- and instead basically stand there with your mouth open wondering "why isn't anyone rushing to help me?"

It's because we strongly associate the notion of waiting to be helped with that of entitlement/socialism/slowlane.

I suppose in a way both sides of the argument have merit. If we are looking at this from a S.U.C.S. business perspective, obviously they failed big time. But I really don't think it's fair to the guy bringing this up, to say it was his fault, he failed, he was acting slowlane. These days if I feel I am not being treated at least how a customer willing to spend (600 bucks!) money should be, well, shit, I am outta there. And I worked in a similar type of retail for years, as a worker and a manager. I don't think I'm being precious or slowlane. I'm actually a very easily pleased customer in general. I will simply think, F*ck that, and go over the road and buy it from their competitor. Look, I don't know the exact situation. If sales staff are busy talking to customers, no problem. But if they are standing around doing jack shit while it looks like you want some help for ten minutes.. If I reeeally wanted the product, yeah I would probably just go and ask them. But TV's?? What sets them apart from the guy next door? Not much.. Except S.U.C.S.

 

[Mac]

Leveraging your customers is one of the most overlooked things in business. Check out this Jay Abraham interview http://thegaryhalbertletter.com/newsletters/2011/JayAbraham/TonyRobbinsInterviewsJayAbraham1.mp3

 

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[Panamera Turbo S]

Here's a formula I live by:

Satisfaction = What you get - What you expect

Your anecdote is a great example of that. Increase satisfaction. Increase repeat business.

Perfect said

 

[Panamera Turbo S]

When the people who are supposed to provide customer service to you are telling jokes and ignoring everything going on around them, that tells me, the customer, they don't care. And neither should I. So I left.

Theres a time and place for everything.

Trust me, here in Romania i think are one of the worst customer services ever in the world. There are very few business that really differentiated themselves by offering superior unexpected customer services. For example i would pay $10 in plus just to make sure when i have problems with the phone company i will not have to press 15 buttons on phone and wait half and hour. Remember what MJ said, if you are offering better customer service and your product rocks you can charge more because you do better than the market, you stand out in traffic like a Lamborghini, not like a Mercedes-Benz S350. Your cars look is the product quality, your noise is your customer service and the power by which people hear from you. A Lamborghini can be hear from miles away but an Mercedes-Benz nope.

 

[Panamera Turbo S]

Yeah, but you're thinking about it wrong.

Your goal was to buy a tv. But what ended up happening is that your ego got in the way of you purchasing a TV. You didn't accomplish your goal.

Likely the following thought process: "I'm spending $600 cash. And these guys don't even want to talk to me? Are they freaking serious?!"

Here's the thought process from their perspective: "I make $10 an hour and a 1% commission. Here's a nice guy hitting on me. Hmm... would I rather go help out that gentleman over there and make a potential $6? Or would I rather talk to this guy which rarely happens?"

Same goes for the guys joking around. They rather enjoy themselves than help you out. I would too.

The fact that you stared at the TV's for 10 minutes instead of asking for help captures the situation perfectly. You chose to be a victim of circumstance instead of taking control. And in turn you didn't get your TV, left angry, and continue to harbor that anger to this day.

I agree with that. If you don't push the acceleration of the car who do you expect to do it for you ? But yeah, be sure that i will not go in such a shop if the customer support sucks.

 

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[Panamera Turbo S]

Let me just toss another anecdote into the SUCS evidence ring.

I friend of mine built a multi-million dollar hosting service using SUCS. His requirement for his support call center was that *every* customer call was answered within *3 rings* by a *live person*. No IVR. No hold time. Ever. He didn't care if he had 50 support staff twiddling their thumbs with nothing to do, so long as there were enough on hand to handle surges and always satisfy this requirement.

He eventually sold the company. Recently, touring it, they now have a big monitor on the wall with a number: "current longest hold time". When I was there last it read 6 minutes. He's pretty furious about it, but it's no longer his baby. Unsurprisingly, it is no longer growing as fast as it used to.

When he gave me business advice, SUCS (not in so many words) was at the top of his list. He said "always talk to your customers", and even potential customers--you can get valuable information from them. Always give your customer more than they ask for. Always ask non-customers *why they didn't want your service or product*--this may reveal valuable shortcomings of your business or reveal new market needs that you could meet.

Yeah, true! Your friend is right. My dad sells insurances and he told me about S.U.C.S. but in a different way. Dad is treating every single person with respect no matter of the commission he is taking from them. He knows that one customer has the potential to tell to other 10 customers if it's well satisfied. And guess what? This actually do happen. My dad have over 400 customers which are loyal to him and they are still telling other people about that because dad violate their expectations. Dad told me: "Sonny, a satisfied customer will recommend you to 10 other people, while a customer that is unsatisfied will tell bad things about you to 100 other people".