“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
This is one of my favourite quotes because it rings so true – we have probably all experienced the frustration of appalling customer service. Ironically communication companies are often the leaders in poor communication and bad service. Hopefully you also have some wonderful memories of a customer experience that was nothing less than wow!
A recent example was when we hosted our Bidding to Win workshop at the BioSA Conference Centre. Everyone of us at BRS who had any dealings with the BioSA team had nothing but positive things to say. As a whole the way they operate could be best described as high quality, friendly, flexible, and efficient. The venue was immaculate, additional requests were met with “sure we can” rather than “sorry, that’s not in the guidelines” or “that will cost extra”, and overall they delivered great service at a great price with no hidden agenda. It reminded me of the last two times I ran an event there, I had exactly the same experience and left with exactly the same feeling – here is a group of people I enjoy doing business with!
Whenever a client or contact asks me for venue recommendations I think back to all my experiences and it’s that feeling that I have every time I leave the BioSA Centre that puts them up at the top of my list for recommendations.
So how do people feel when they walk out of your place of business, or hang up the phone from talking to one of your team? Do they feel like you have solved their problems, made their life easier and contributed in some way? Or do they feel like they want to open up a social media campaign to tell the world how frustrating life is being one of your clients?
Remember what happened in Vegas now lives forever on Facebook, Twitter, LinkedIn, You Tube and so on. Blogs, posts and tweets can either make or break your business and what people will be writing about is the way you made them feel.
What could you do to start a service revolution and ensure that your customers walk away with a feeling that is so positive that they will want others to experience it?