Just as you thought you’ve done a good job, having taken care of your shop’s ambience with the perfect decoration, lighting, room temperature and music selection, consider this…
Today, companies are engaging perfume specialist to tap into the customer’s olfactory senses (by infusing the right mix of scent into the air condition) to arouse the desired mood for maximum relaxation, and thus, maximum sales.
In developing countries: parents with babies, senior citizens, and the disabled will have no difficulty in identifying shopping centers with special facilities because they are not that common.
I had no idea about the importance of a baby changing room until we went out shopping one day, and my 6 month old dirtied her nappy. Since that incident, my wife and I would swear our full allegiance to any shopping centre that provides baby facilities. When the basics are not met, anything above and beyond on customer service is merely a gimmick.
4.2 Thoughtfulness (Part 2)
Great customer service will enchant people when they least expect. However, when competitors start to do the same, everything resets to zero.
In Hong Kong, when you enter into Chow Tai Fook, everyone will greet you with the most sincere gesture. Not only that, they also offer you a seat and pour you tea or a mineral. It was unique, until the rest of the jewellery stores followed suit. Now, when I enter into any jewellery store in Hong Kong, I expect to be served water or tea. Any less, is bad service.
5. Be Trivial
Yuka, the previous Assistant Manager at Louis Vuitton, Perth used to be obsessed with little details at work. To what extent? She would go the extra mile to ensure that there were always pens and paper in the drawer at all times and that the notes are always written in brown ink. The rationale was simple; everything should be readily available at the customers’ disposal and every piece of communication, no matter how trivial, will reflect the brand’s reputation.
Incidentally, at Louis Vuitton, staff are always well groomed, their uniforms – regularly dry cleaned and pressed (at the company’s expense), and they even accept Yen, Euro, Yuan and USD. Apparently, no detail is ever too small for one of the world’s most profitable retail operators.
They say non-verbal language accounts for over 80% of total communications. Imagine if this is also true for customer service.