So when people ask me how we keep almost all of our customers even after just one experience with us, I tell them it's not our price, or location, or any of that. It's our customer service. What makes our customer service so good? Well, I know that there are many, many attributes that make a great customer service, but to me there are a few things I find myself telling the employees up here time and time again.
Smile! Sounds corny right? But believe me it does wonders. Being in the transportation/travel industry, things happen, flights get delayed, weather causes slow driving times, etc. and coming in to a facility to see the staff with a smile on their face and a warm "hello" at the beginning of a long week or the end of a long and tiresome trip, can help to ease that stress and tension.
Yes we can! We offer a wide array of different services for our fans to take advantage of while they are gone. Every now and then we get a special request for something out of the box or not our typical service. We try to say yes as much as we can. Fans love to hear you say "yes" and they will remember that next time they tell someone about your company or come in to use your service. While saying yes is great, you should also know when to say "no" as well. Not everything is feasible to say "yes" to.
Communication is key! Communication with your employees, with your fans, with the community. Communication will allow you to understand how to better serve your fans by listening to what they would like to see, or listening to your employees on what works and what could be better. This keeps your customer service in an always evolving state to allow it to cater to the fans wants and needs.
The anticipation is killing me! We try our best to anticipate what our fans will want and beat them to it. By anticipating what your fans will want, ask for, need, or complain about, you can be better prepared to answer which in turn makes for good customer service.
Let's get personal. I won't go into exact numbers, but we have several thousand fans that use us on a regular basis, and between everyone on our team, we know every one of them. Not just recognizing their vehicle, but their name, even where they fly out to, or that they always like a car wash, or their window doesn't roll down. The attention to detail builds personal relationships with your fans and makes them feel comfortable. The more comfortable a fan feels about your company and the people that work there, will keep them coming back.
From beginning to end, great customer service anticipates what will happen, and while having a plan in place, still allows for flexibility to meet those unexpected needs. These few things are just what I believe sets us apart from the others in our area of the industry and allows us to retain so many of our fans even after only one time with us. What do you think makes great customer service?
