It seems that people have become more focused on service as a competitive edge. That is good. The problem is that, compared to proven world-class companies, they are going about it all wrong.
To truly provide superior service, you need to provide more than just niceties. Training on how to smile and say please and thank you will not create an engaging, value-added experience for your customers. In addition to developing a caring relationship with with them, you have to provide legitimate expertise that helps them accomplish whatever they can't do on their own. (Think about why they are looking for your products/services in the first place!)
What the most successful know: It's not either/or...it's both/and.
Not only is service you provide critical, but the way you provide that service is critical as well. Pretty much anyone can provide one. It's only those who can succeed in both aspects will have the competitive edge and triumph in their industry.
So, do an informal assessment today (preferably with your team...and your customers!) - How does your product/service compare to your customer's expectations/wants? How does your offerings compare to their other options (your competition)? How does the experience (how you serve them) compare to their expectations/wants? How does it compare to the other options?
If you want to exceed all their expectations and earn their loyalty, you'll need to deliver excellence in all aspects of their experience...with both relationship AND expertise.
Think about it. But more importantly, do something about it...today!
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