Be Our Guest*
(audio version at end of blog)
I’ve had a manager fired at almost every job I’ve ever had. This is not intentional and I can’t say I wear this experience proudly. On the other hand, I AM proud of my demand for professionalism, no matter what job I held. Plus…I’m a stickler for “do as I do” and not “do as I say”.
I like to think of myself as a customer service expert. Working in the hospitality industry for twelve plus years gave me a great education. And, owning a business as a voice-over professional is no different. In fact, I believe most of my clients have loyally hired me for almost 10 years due to the service I provide (and not necessarily the sound of my voice). I have very high standards for myself and that bodes well in any business.
I won’t give you an example of poor customer service that you haven’t already heard or experienced yourself. It’s all boring and typical now, unfortunately… (not the least of which are automated phone systems! Infuriating!)
Here are three customer service laws that have always served me well, (and leave me wanting more in many-a-service-situation…) These apply to everyone from management down, and if you’ll humour me, they are great rules for life:
- Always be prepared to help.
- Serve people efficiently and better than they expect!
- Take ownership of the work you do.
Rightly or wrongly, I want others to work to my high standards, especially management. I suppose that’s why I’m excelling as an entrepreneur much more than I ever did as an employee.
In another life, I’m quite convinced I could be a Service Consultant. …you know,…travelling around the world, staying in fancy hotels…letting them know how well they are doing… Not a bad gig, I imagine.
CLICK TO HEAR SONG>>*“Be Our Guest” – written by Ashman & Menken in the 1991 film, Beauty and the Beast.
CLICK TO HEAR AUDIO BLOG>>
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Lisette van Raadshooven said:
In this age of convenience and quick fixes, customer service has definitely been on the down slope. I agree that automated phone systems are infuriating. They tend to produce rude and angry reactions and with that, customer service lacks a willing response. I too am very conscientious when it comes to service that is “better than they expect”.
Thank you for bringing this issue to light. I wish more people would take customer service more seriously. Administratively our lives would be less complicated and annoying.
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