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by Chris Day @ Fully Managed™ I had the opportunity to attend an EO (Entrepreneurs' Organization) event today where Shep Hyken (who also looks like Bruce Willis) was speaking about creating "Moments of Magic" for your customers. Here are a seven gems I took away from the event, obvious but great to remember:
1) Manage the first impression you make with your client, whether it is the 1st or 100th time you have met them. As an example, the "Disney" 10 foot/5 foot rule is that you should smile when within 10 feet and greet verbally when within 5 feet of your client.
2) Demonstrate your knowledge / expertise - you should be an expert at what you do, both for your internal and external customers. If you don't have the answer, find it. What's a sign that you're doing a good job? When a customer calls you to ask you questions, even if they are not directly related to your specific business.
3) Build a rapport by communicating on a level that goes beyond business. We believe strongly in this here - but you can't fake it. If you generally don't care about your customer on a personal level, it will be painfully obvious.
4) Enthusiasm - having a joy / passion for what you do. Believe in it and it is obvious - people love being around enthusiastic people. It's contagious. One of our core values at Fully Managed™ is Passion for Technology and without it we would certainly not be where we are today as a leading managed IT service provider in Vancouver.
5) Many issues arise in business from communication issues. Make sure you ask the extra question(s) because people often say one thing and mean something else entirely. Have a conversation and avoid issues with expectations not being met.
6) Don't make mistakes. While this is not a reality, it should be a goal. When you have a mistake, learn how to handle it and turn it from a "moment of misery" into a "moment of magic" and win a new fan in the process.
7) Insist on quality and consistency at every turn - great service is a differentiator, but everyone says they have great service. You need to live and breath it. Your brand will be impacted if you fail at this because people naturally remember the bad experiences even if the service is great most of the time
