Revive customer service over Easter

Without day-by-day pressures, consumers have time to notice the little thing, and these make a huge difference when relationships are being built. The big benefit for business is that little things do not cost a lot - as long as your people are inspired to make the effort.

Little service treats include:

• Remembering customers and greeting them by name
  
• Asking about their health, hobbies, their family and taking an interest in their lives
  
• Making a remark that shows you remember recent family or personal events that were shared in a previous chat
  
• Going to help a customer who has been left waiting and apologising for the delay
  
• A personal touch - e.g. B&Bs keeping diabetic jam for a diabetic patron
  
• Phoning a client after service delivery to make a genuine enquiry about service quality while passing on a personal phone number just in case a problem occurs

"Interventions requiring major investment get management's attention - such as the big increase in training spend, the formalised customer loyalty or frequent buyer programme, the upgraded call centre, new software or trips to private game reserves for privileged customers.

However, big interventions can be tracked and replicated by competitors. Little day-by-day service 'treats' handed out by smiling, service-focused staff can't be neutralised by competitor activity because they are spontaneous and heartfelt.

Customers should comment

It is a low-cost approach, but it is high on impact and now is the perfect time because Easter is about new beginnings. Customers not only have time to notice little things, they also have time to remark on them.

Reward South Africa's thousands of low-paid service heroes with a smile and tell them how much you appreciate their consideration. They have to be encouraged to continue the fight to uplift service standards. We see many examples of shoddy service. When the opposite occurs, tell those exceptional individuals what a difference they have made to your day.

Share this little Easter surprise on Twitter and Facebook but also make a point of mentioning it face to face in store. Motivational effects can be huge.