From the course: Customer Service Mastery: Delight Every Customer
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Personal relationship
From the course: Customer Service Mastery: Delight Every Customer
Personal relationship
- Method number 10 out of 30, for generating ideas for delighting your customers, is to make it into a relationship, to make it feel like a relationship. So when I ring up my Chinese takeaway for a meal, they always go, "hello, Mr. Croft, would you like your usual?" And it makes me think, well, maybe I eat too much Chinese food. But of course, all they've got is an automated system that says it's Mr. Croft, and he always has so-and-so. But it makes me feel as if they know me. It makes me feel as if they care. And that's great. Now, when I used to take my BMW in for servicing, they did a similar thing. They used to know my name. So I would arrive, park outside. I'd go in, and they'd go, "Good morning, Mr. Croft, you've brought your 320 in for servicing, I see." And I remember thinking, "Wow, they know my name. They actually know me." And then I started thinking, maybe, they look at my number plate when I arrived,…
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