What does the first three seconds of an interaction say about the business?
Is it inviting?
Do customers fell welcomed?
Do customers feel intimidated?
Do customers feel your passion?
The fist time a customer walks into a new establishment we have about three seconds to do our best to make them feel they have selected the correct business.
The same goes on the initial phone call--no yea, sure--it is "yes, mam" and "yes, sir."
I have been talking and writing about the key elements of customer service and how a little bicycle shop blew me away with their services--
The first day I walked into my local bicycle shop, the salesman was helping someone else, yet he acknowledged I was in the store and said welcome--I will be over in a second....Sure enough to his word he came right over and said welcome, my name is Brian how can I be of assistance today? He then extended his hand and offered a firm, yet sturdy hand shake--I knew I came to the right place.
"Great people. . . treat our guests right. Very knowledgeable about the area and biking!"--review of Glacier Cyclery Whitefish, MT
Treating people right as sated above is the key--but it all starts on day one, which carries over to the next time the customer comes in---a never ending cycle for all and bicycle shops are right in the thick of that quality service.
"The service is outstanding."--review of 30th Century Bicycle--Iowa City, IA
People as we have read are given excellent service, so as the customer they were so pleased they wrote a review--that is the power of exceptional customer service.
My latest book is out. Customer service book about my true story of a bicycle shop giving me the customer superb service......They did it so well that I had to write a book about the 10 key elements of a successful customer service business.
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