Laurie Brown is an NKBA University Instructor and customer service industry veteran with 29 year of experience. She says exceptional customer service has become a must to survive and thrive. Below are some big lessons she has shared from a few big players synonymous with excellent customer service.
Lesson from Zappos: View every customer interaction as a chance to build your brand.
From its hassle-free return process to personalized responses to customer complaints, Zappos has created a fiercely loyal customer base through its world-class customer service. And since satisfied customers sing the company’s praises via word-of-mouth marketing, its budget allocated to marketing is nominal. Disclosure: Zero marketing spend may not be the best practice for many designers, builders, etc., but harnessing the power of your satisfied customers is – especially when 84 percent of consumers first and foremost trust recommendations from friends and family, according to a recent Nielsen survey.
Lesson from Amazon: Strive to be a customer-centric company.
Amazon knows firsthand when everything is aligned – from operations to logistics – to work for the ultimate benefit of customers. In the long run, this benefits Amazon, as well. While the design and construction industry can’t always deliver in two days or less like Amazon Prime, we can, however, take a look at our project management and operations to determine how we can better – and in a more timely fashion – meet client needs. Improved efficiency means happier clients, faster job turnaround and ideally, more work.
Lesson from Uber: Manage expectations through frequent, timely communication.
This on-demand car service champions customer experience through its app, which communicates with users throughout the entire process (examples: surge charge notifications during rush hour or rainy weather, estimated pick-up time, etc.). By maintaining constant communication with your client, everyone stays on the same page when it comes to progress, timeline and budget.
For those attending KBIS 2016 in Las Vegas, Laurie Brown will also be leading an onsite NKBA U course, “Born to Buy – Grow your Kitchen & Bath Business with Multigenerational Clients.”