We’ve discussed the importance of not going over-the-top for customers so often that it leads to unreasonable expectations beyond what’s sustainable. Rather, we’ve encouraged our readers to strive to deliver a consistently great customer experience with only the occasional grand gesture for the special customer or unique circumstance. That’s all it really takes to go beyond what is expected!
But let us remember that making a commitment to excellence is more than individual achievement: this is a goal to make sure everyone succeeds in a thriving work environment, to the benefit of everyone involved, including the bottom line. Let’s explore what the means below:
Earning More Sales
Sales targets can be very useful, and employees should always strive to meet and exceed these. However, the most successful sales professionals understand that their responsibilities extend beyond the register. Indeed, the best salespeople take the time to understand the unique needs of each of their clients, making sure to provide insightful solution and build lasting relationships. The immediate sale is good, but by going the extra mile, salespeople can not only meet their quotas but also create memorable experiences for their customers, leading to future sales through repeat business and referrals. In the field of sales, going beyond what is expected is to take the time to care about why the customer makes a purchase, not just about closing the deal.
Providing Top Customer Service
Exceptional customer service is the heartbeat of any successful and respectable business. Going beyond what is expected in this domain means actively seeking out opportunities to surprise and delight customers. This can take the form of promptly responding on queries, addressing customer concerns with empathy, and anticipating what customers need without having to be asked. Customers really remember the moments where a business shows how much it values them, even when there’s not a sale on the line. Thank-you notes, follow-up calls, and proactive steps to ensure their long-term satisfaction mean the world. These efforts tell them that the business cares more about the relationship than they do about the most recent sale.
A Good Coworker
Beyond the individual roles that they play, employees should remember the importance of exceeding expectations applies to the workplace as well. By taking the time to care about more than just making it through the day until the shift’s end, they can show a dedication to their teammates and their collective success. To care is to take a sense of ownership; this can take the form of assisting colleagues, sharing knowledge, and fostering a collaborative atmosphere. An example of such a gesture might be restaurant server who clears the dishes from another server’s table. Not only does the server help the other out, he or she also improves the experience for the customers. By embracing the mindset of caring beyond their own duties, employees can create a ripple effect that elevates the entire team’s performance and, consequently, the success of the whole organization.
Taking Initiative
A commitment to excellence benefits everyone involved, from the individuals to the managers to the customers themselves. As you reflect on your own role within your business, consider encouraging your leadership to seek out the services of a mystery shopping company. If you really care about the business’s success and, by extension, your coworkers, then you will want everyone to be at peak performance. Mystery shoppers provide you with the opportunity to gauge how everyone is contributing and also how customers feel about your efforts with real-world feedback. This proactive step ensures that every detail, every interaction, and every aspect of what you do is handled with the utmost care and mutual respect. In choosing to embrace mystery shopping, you contribute to a culture of excellent where nothing is left incomplete. If you want to promote the all-for-one-and-one-for-all ideal, reach out to us at The Brandt Group today and let’s take the first steps towards cementing your commitment to excellence.
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