Service at the Next Level...

When was the last time you looked outside your business at service models to learn from? And not just from service industries like ours, but from manufacturing, retail, automobile, etc?

Why do companies like Zappos, Amazon, Lexus and The Ritz-Carlton consistently rank in the top 10 among companies ranked as having the best customer service? What kind of culture have they developed that breeds this kind of success?

Here's some of my thoughts on the key's needed to create a highly successful customer service to be remarkable.

1. Be the model. Your business starts from you and is modeled after how you show up. You show up grumpy and distracted, your business suffers...you show up on fire and with Lasting Purpose, your business explodes. High levels of service starts with you...when you give this kind of service to your employees, they will follow with the same level of service to your customers.
2. Create the culture. First you must select the right people to provide extraordinary service. Then, you must systematize your its delivery. Like Ritz-Carlton,you need to have meetings with your staff before every shift talking about your customers and anticipating their every need. Ask yourselves, "what can we do in the next few hours that will create lifelong fans committed to this office and to Chiropractic?" Then do it.
   
3. Always follow up. How many times have we told a patient you'd research something for them and failed to follow through? How about calling after their first adjustment...have you stopped doing that? One of the things that distinguishes great service from good is that you always do what you say...and it might be something small, but it makes a huge difference to that person receiving it.
4. Deliver above and beyond. A few weeks ago, I ordered a shirt from Zappos after 3:00 pm on a Tuesday afternoon, thinking I would get it a few days later. Not only does Zappos never charge shipping fees, but they made sure I got my shirt the next day. Overnighted it to me...wow! Make your patients say wow! and watch the referrals light up.
5. Go to other sources. As mentioned above, learn what other companies are doing and incorporate it into your business. Take your staff to stay at The Ritz and then have a staff meeting centered around the things you learned from it and what things you can incorporate into your business.

Using these five strategies will get your service to the next level, incorporating them into your business will provide returns beyond your dreams. Enjoy!