Are You Known For Customer Service?

My favorite fast food restaurant is Chick-fil-a.  I love it!  I love the chicken, but it’s the service that always leaves me impressed. According to QSR Magazine’s annual drive-thru report, Chick-fil-a is statistically the most polite restaurant chain out there.  According to the report, Chick-fil-A employees said “thank you” in 95.2% of all drive-thru encounters and it really pays off.  In 2015, the chain generated more revenue per restaurant than any other chain in the US.  It’s these small pleasantries that really set Chick-fil-a apart in the industry and drives higher sales.  The company invests more in its employees and they definitely see the benefit on the bottom line.   Investing more time and effort into customer service will always pay off.  It certainly keeps me, and thousands of other Chick-fil-a customers, coming back for more.  I’ve never left Chick-fil-a without feeling like a valued customer who received superior service and that goes a long way.  
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Kindness Is A Better Game Plan

I could write this from a human decency standpoint and help you to see that we should be kinder to each other and extol the virtues of living this way but I also know that the people who need to read this are thinking what’s in it for me. So let me tell you why kindness is a strategy that will make you more influential. In other words – it’s a better game plan. Last week I got stuck in the middle of the chaos of Delta’s worldwide computer system going down. I was flying through Atlanta on my way to Boston. We landed at 7:30 and because of the system failure we couldn’t pull into the gate. We sat on the tarmac until 10:30 pm, there were hundreds of planes that were in our same boat so once they got the system back online it took quite a while
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Investments Lead To Stories

Investments in people lead to stories. And the stories that are told invariably build the influence and reputation of the one doing the investing.   Think about it: -When you have exceptional service at a restaurant, what do you do? You tell the story. -When your boss does something extra special for you, what do you do? You tell the story. -When a friend goes out of their way to help you, what do you do? You tell the story. We love it when someone invests in us by providing exceptional attention and service, and because it is so unexpected or unusual, we almost always share.   One of my clients is Subway. I speak to their franchisees and managers quite often and when I do I always share a simple experience to illustrate this point. I was eating in a subway once in the middle of the afternoon and
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Create Great Experiences & They Will Come Back

Last week I took my family to try a new pizza place by our house – Blaze Pizza. When we went to pay, the cashier told us that the man at the back of the line was covering our meal and the other family in line as well. I told him it wasn’t necessary but he insisted and so we thanked him for his kindness. Then as I waited for our pizza I talked to our generous new friend and he shared one of the best marketing ideas I have ever heard. He is friends with the franchisee who owns the restaurant and his friend often sends him gift cards to his restaurant and asks him when he comes to buy lunch or dinner for everyone in line. The owners philosophy is, ‘if you create great experiences they will talk about it to others and they will come back.” He’s
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Customer Service Isn’t Costly, But It’s Priceless

A coaching client of mine heads up sales for an event rental company in California. In one of our phone calls she shared a line that resonated with me – “Customer Service isn’t costly, but it’s priceless.” I completely agree with this statement. Customer service is priceless because of the results that it creates. When we simply provide the type of customer service that is expected then we rarely build relationships and never build loyalty. Loyalty and repeat business are the result of impressive or amazing customer service. Let me give you an example. I was speaking for a group of designers at a high-end furniture store. As we discussed customer service and it’s impact on relationships and business, one of the designers, Leslie, shared a recent experience. Leslie said, “I have a client that I have done work for in the past and we are friends on Facebook. A
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The Psychology of Customer Service

Here is the transcript from the video: Ty – Hi, my name is Ty Bennett, I’m the author of The Power of Influence and The Power of Storytelling and in today’s video we are going to share with you the Psychology of Customer Service. I say we because I have a coaching client and friend Sydne Jacques here with me in studio and Sydne and I will be doing this video together. Sydne, thanks for being here. Sydne – I’m happy to be here. Ty – Sydne, let me brag on you for a minute – for those of you who don’t know Sydne – she is the Founder and CEO of Jacques and Associates, which is an multi-million dollar, award-winning engineering firm. Sydne is the also an amazing speaker and expert on creating distinction and as we were discussing customer service one day, we broke down the psychology of
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An Acronym Worth Adopting

I don’t often use acronyms. It’s not that I don’t like them – I just often find them to be cheesy or a stretch. With that being said, I want to share an awesome acronym with you today that I think you should adopt. David Horsager, the author of The Trust Edge told me about the growth and success of Caribou Coffee. They have become the #2 coffee chain in North America behind Starbucks. The retention of their employees in a high turnover industry is remarkable, but the customer service that their front line baristas provide is impeccable. Caribou Coffee has a foundational acronym that drives their success. It is: BAMA (and no, this is not the football team) BAMA stands for: Be Excellent Not Average Act With Urgency Make A Connection Anticipate Needs Be Excellent, Not Average makes them stand out from their competitors. It’s the little extra effort
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