Since we are on the topic of customer service this week – Zappos literally wrote the book on how to treat customers. If you haven’t heard the atrocious customer service call with Comcast – you can check out what all the buzz is about here.
One customer had a completely different experience on customer service when he heard a rumor that if you asked Zappos customer service center to deliver you a pizza, well that’s exactly what they will do.
See the exact conversation that happened on Twitter with the lucky customer:
Zappos Paves The Way For The New Customer Service Norm
Despite the Comcast recent embarrassment with one of their customer service representatives, the new norm of customer service is going over the top and doing extraordinary tasks to help customers above and beyond the help they need form the actual company. In his book, Delivering Happiness, CEO of Zappos, Tony Hsieh describes how the entire Zappos brand is revolved around delivering excellent customer service…with a focus on the idea that this excellent customer service supersedes their focus on marketing because happy customers will do the marketing for them!
Listen to Tony describe the approach that Zappos takes when it comes to serving customers – I am sure it’s a bit different from what you normally hear.
While most companies do everything they can to hide their customer service number and get their customers off the phone as quickly as possible, Zappos puts this number everywhere because they actually want to talk to their customers! Go Figure! Tony explains it perfectly. When you are on the phone, you have your customers undivided attention from 5-10 minutes and it is a great chance to really help that person and develop a great relationship with them.
Sure, customer service is pricey but if you over deliver, think of how many future dollars you will make in the long run. Many businesses are always super focused on getting new customers through the door. “We want new blood!” But what about your existing customers and how much more they will buy from you as opposed to someone else just because of the way you treat them? Tony’s got the right idea here and it is obviously working for Zappos.
The Surprise Element
Tony Hsieh also implements the element of surprise. When customers order a standard 3 day delivery and their shoes show up the very next day at their door step – that is an AMAZING feeling! This surprise element is not hard for any of us to implement right now! Give your customers something they weren’t expecting. Collect their address and actually send them something in the mail?!?!? What? Yes, just by sending something in the actual mail will make you practically unforgettable because no one really sends anything through snail mail anymore! Taking extra steps and making your customers feel extra special will make you a favorite in your customers’ eyes!
=> Share your thoughts – what do you do that is over the top for your customers?
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