Monday, February 18, 2013

Customer Satisfaction with "My Pleasure"

Have you ever walked into a Chick-Fil-A, asked for a meal and when the cashier gives you change for your payment provided a response that made you feel good about giving your business to Chick-Fil-A, if you said thank you?

That magical response is always "My Pleasure".  I've gone into several Chick-Fil-A stores around the United States and deliberately said thank you after receiving my change and have never failed to get the same response.  Why does that happen no matter what Chick-Fil-A store in any town in the U.S.?  Because that is what is taught to all the employees that serve the public.  It's Chcik-Fil-A's customer service mantra.  Make the customer always feel welcome and that their business is appreciated.

Standardized customer service is the way to develop a consistent brand with the public.  Insisting each of your employees show your customers the same level of attention will ensure a repeat customer that leaves your business always satisfied. 

Standardizing sounds simple, but it is harder than you think.  If you think about the habits you've developed over the years that have become second nature, you'll understand why it is difficult to get employees to deliver the same level of customer service every time a customer gives you their business.  People require repetition to learn something new.  If you don't reinforce a pattern of behavior you expect of your employees,  you won't get consistent customer service.  Also, action does speak louder than words.  So, if you want your employees treating your customers a particular way, then make sure you are providing an example for everyone. Standard written procedures of expected behavior helps to cement that behavior in an employees mind, as well.

If you don't believe me about Chick-Fil-A's mantra, try walking into any of their stores and say thank you after you receive your meal and see what happens.