While most people say they don’t care what people think about them, they really do. Everyone wants to be liked and be wanted. This should be even more true with customers. When people come into a business they really want to be treated with respect, but even more they want to feel as though they are your friend.
So why is this important to your company? Think of the last time you went somewhere and you got bad service from someone. How many people did you tell about being annoyed by what that person did to you. The typical person tells more friends and family about being annoyed about an interaction they have than someone who has a good interaction. Thankfully, there are still interactions that are good enough that people share them and this is what brings the majority of people through your doors.
As a company more people come in as new customers because people tell them about your company than any other reason. The giant billboard you post on the side of the road, the television commercial, or the phone book advertisement you have are not nearly as effective as word of mouth.
This is why it is hugely important that you lead your teams to delivering service that makes customers want to remember you and to “like” you. While most customers will not know you personally, it’s important to make them feel as though they really do. Finding an employee who cares what customers think is a critical piece of making a successful customer service team and bringing in new business to your company.
Going forward, when you are interviewing candidates for your next customer service position, see if you can see them talking to a customer as though they are a friend, if they are someone who can carry on a conversation that is both personal and professional and if they are someone who values customer interactions. They will help your business immensely in the future.