The Customer Service Survey
Selling the Special Touch
Tue - July 18, 2006 01:47 PM in
Peter shared an article with me from this morning's Wall St. Journal that tells the story of certain companies such as auto dealers adopting some of the high-touch satisfaction services offered by top hotels such as the Four Seasons and Ritz-Carlton. Simple touches such as the Lexus dealer leaving a bottle of water and some Hershey's Kisses in the cup holder when a customer picks up their car after a service call, and one dealer reports that sales are up 20% and customer retention for vehicle service at least 10%.
No sooner had I read the article than I was having a discussion with a VocaLabs sales agent about a name brand prospect for our services so large that it operates 70 regional call centers and has an entire group of personnel dedicated to customer retention. The subject was how to convince front line personnel of the importance of good service, and the struggle this dedicated group was having to improve loyalty and save customers from defecting to the competition. Having nothing to do with auto service, I nevertheless suggested the Hershey's Kisses idea along with a note saying business is appreciated. The idea is going up the corporate chain as I write this, and it will be most interesting if the company implements this idea, to see how overall satisfaction is affected.
Really, paying attention to detail and such a simple gesture as a nickel's worth of chocolate really can separate an outstanding company from the crowd.
Posted by Rick Rappe
Really, paying attention to detail and such a simple gesture as a nickel's worth of chocolate really can separate an outstanding company from the crowd.
Posted by Rick Rappe
Posted at 01:47 PM | | | | |