The best SERVICE is that which is LEAST EXPECTED.
“The best service is that which is least expected.”
Let’s all think about that deeply.
It’s a concept I picked up recently in a book by Scott Kramnick called “Expecting Referrals.” The book is geared towards insurance sales people but it had a few nuggets of wisdom— That’s why I’ve disciplined myself to read business books, they gives me great ideas to think about.
I read the line “The best service is that which is least expected.” I had just passed through 10 pages of barren wasteland, and I was immediately excited to get something to wrap my brain around.
I read the line, and 5 pages passed. I couldn’t tell you what they were about. My reading session had been ruined by that one sentence.
“The best service is that which is least expected.”
What does that mean to me?
Kindness. That’s what we’re ultimately talking about. Service as kindness. We as business owners, especially construction guys-- can always use the good will, so being kind is important.
Make it a challenge, with every customer…”What can I do (that doesn’t cost me much) to improve this person’s day?”
Hey, guys! We get to do this as BUSINESS now, too. Yes, just being nice and using the Golden Rule can be the foundation of a service mission statement for your BUSINESS.
So, what can we do?
Easy ones—put the toilet seat down? Sounds funny but I’ve had someone mention this to me as what they liked about my service!
How about more PERSONALIZED service. That can be as simple as REMEMBERING and USING someone’s name. Remembering that your customer mentioned she was annoyed by something and avoiding that action. Simple, yet powerful to make LOYAL SUPPORTERS.
Yes, doing unexpected acts of service creates SUPPORTERS and BENEFACTORS. People that you’ve worked for that LOVE you as a friend. That’s an AMAZING part of business…when it’s done right it builds everyone up. It builds community.
How about this:
Imagine the thought when your customer opens a hand written note, thanking them for the support.
DO NOT overlook the HANDWRITTEN NOTE. It is a POWERFUL TOOL of APPRECIATION.
Another example of unexpected service: If you do something WRONG, be the first to ADMIT IT and ADDRESS IT.
“Oh, Mrs. Johnson I’m so sorry I was 20 minutes late today and I know you probably have so many things to do.”
Don’t let them ream you out first. Pre-emptively apologize.
Your mission statement can be as simple as THIS. But be sure to put it in the hands of the people that work with you.
UNEXPECTED.
Let’s write out a SERVICE MISSION STATEMENT so everyone has the same goal, as well. Make “going the extra mile” part of a CULTURE at your company.
I remember one situation, we were doing a final clean up. The customer was standing at the door and I walked up to the door knob with paper towels and spray…sprayed the paper towel (So she could see me) and wiped the door knob while she was standing there.
She said, “Oh, you don’t need to do that!”
Which gave me the opportunity to use my favorite saying:
“It’s all part of the service.”
So, I chose to get maximum bang for my service buck---and strategically performed a task for the homeowner to see and that we could appreciate together.
That’s next level thinking and if you can get to that point. GREAT JOB.
If you can get your EMPLOYEES to that point…Don’t let them GO!
We’re business owners now, we need SUPPORTERS.
As business owners we strive to IMPRESS our SUPPORTERS with incredible, UNEXPECTED SERVICE.
Look around for your next opportunity to impress your customer with unexpected service!