Let’s take a look at the next commandment described in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Say Thank You and Please – A LOT”.
As Hyken explains, this commandment harkens back to the good manners “our parents should have taught us.” He further adds, “It’s a sign of respect. Respect creates confidence, and confidence leads to trust.”
Let’s focus on the respect aspect of Hyken’s description. One of the common themes we’ve analyzed with each blog covering these commandments is the necessity of making the customer feel important, welcomed, and valued. Disrespect undermines all three of those notions, so it’s critical for your staff to always remain polite with your clientele. If your employees make your customers feel like a commodity, your customers will treat your business the same in return.
Of course, showing respect extends further than “please” and “thank you.” Respect includes all forms of courtesy, including showing patience for slow learners, extending the benefit of the doubt towards customer complaints, and even asking permission for when you’d like to offer help—like, “May I help you to your car?” and “If I may, I’ll demonstrate how to use that product”. Seeking permission in these small moments goes a long way towards demonstrating an attitude of good service and an overall appreciation towards the customers.
But as with all things customer-service related, your employees must come off as genuine with these courtesies. When they thank customers for their patronage, they should really mean it knowing full well that their jobs depend on the reputation of your business. And as sad as it is to say, common courtesy isn’t so common anymore, and manners are starting to seem like an artifact from a bygone age; by holding your employees to this high standard, you’re truly differentiating your business from the rest.
Creating and maintaining high standards is an ongoing challenge every business faces. Don’t go it alone: The Brandt Group has specialized in customer service and loyalty for more than 25-years. Let our team help you develop your customer service to ensure your employees are always representing you in the respectful way you expect. Reach out to us today to learn more.
