Customer service in the world of the 2018 American winter is more important than ever.
Our headlines are full of winter hurricanes, mudslides, and forest fires. In fact, I am presently writing this article at a Starbucks while watching the snow come down and a pileup being cleaned off the highway. One thing I’ve noticed is that customers and patients rarely know whether their intended destinations are open. When they are, they are thankful, providing they receive normal or above average customer service. When their destinations are closed, they are angry.
What happens in inclement weather is that there is a battle between the customer and the customer service. Each has to overcome challenges. Both want to feel appreciated. When both are thankful for the other, customers and patients are appreciative and businesses are praised. When neither feels appreciated, employee morale is low, and customers and patients begin to look elsewhere.
So, in light of the struggle, here are two tips for management and owners that will make a huge difference.
One, shower thanks on your employees for overcoming the conditions and making it to work. Provide breakfast or lunch or coffee or all of the above. Yes, it is their responsibility to make it to work if the doors are open. It is the management’s reasonability to create an appreciative workplace. When employees feel appreciated, they appreciate customers and patients all the more.
Second, let your customers and patients know you are either open or closed. Fill your social media feed with information so that folks looking will know whether to head your way or not. If you are a schedule based business, call all of your patients and customers to let them know you whether you are open or not. They will appreciate the extra step. Nothing is worse than having someone show up at your door and all they find is a sign that says your closed. You will lose good will.
The basics of customer service and running a business don’t change in inclement weather. Let your employees know that you appreciate them and keep your patients and customers informed. The businesses that do that always have an edge on their competitor.
Gordon Duncan
www.prosightsuccess.com
