Taking a Cue From ’Ol Henry – UnderhoodService

Taking a Cue From ’Ol Henry

Can Boost Customer Service Levels

Customer service has taken a back seat at some businesses because of cutbacks, layoffs and having to do more with less. But, that’s one area where it’s hard to regain ground when resources rebound.

In our business, every detail counts when dealing with customers, from their first impression, to how they’re greeted and treated during the repair process, to the value they derive from their overall vehicle service experience.

Taking a cue from “Henry” can pay big dividends in your customer service arena. Hopefully, you’re taking that “game” very seriously.

Henry is a driver of a parking facility shuttle bus that takes passengers to and from the airport. He takes his job very seriously and is adamant about delivering the highest level of customer service.

It could be a mandate from the corporate office since there is a lot of competition in the area — with several other parking facilities located almost within a stone’s throw of each other.

But, personally, I think Henry acts the way he does, because he gets “it.” He gets it that customers want to be appreciated. They want to feel important. And, they want to be pampered.

He also knows that saying “thank you” is not nearly enough. He knows that to win customers, he and the service he provides, needs to be remembered; to stand out from the competition.

Here’s just a sampling of how he goes above and beyond his job responsibilities and delivers exemplary customer service — something you don’t witness very often.

After greeting each and every customer, he insists on taking their luggage and putting it in the shuttle, even if they try to hoist it up the shuttle stairs themselves. For outbound customers, he gives a weather report for the upcoming week, so they know what to expect upon their return. He tells them to be sure to put their parking stub indicating their row in a safe place so they can find it easily when they return to the lot.

For his customers from inbound flights, he gives them a traffic report so they can avoid tie-ups on the way home, and also gives them a weather report for the next few days. In addition, he gives scores for the area sports teams’ recent games, and when they are playing next. And, he highlights local attractions and featured weekend activities.

By over-delivering on expectations, he makes a mundane ride in a shuttle bus a memorable, enjoyable experience. And people tend to return to places where they have been served well and have had a pleasant experience.

So, if you want to win more customers, give them something they don’t expect…just like ’ol Henry.

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