Let's be honest, there is a lot of bad customer service out there. But it doesn't need to be bad and in fact, it can even be a little ad hoc to make it more meaningful. This is where spontaneity comes into play. Building a customer service culture that revolves around spontaneity is good for business and mostly it is about doing little things, in a random way, that can't help but create engagement with your customers.
I'm a firm believe that it is always the little things that are often the most important when it comes to customer service. Combine little things with spontaneity and you're onto a winner. Here are a few examples that I've encountered recently and I think they illustrate my thoughts perfectly:
When I was enjoying an early morning cup of tea in a cafe recently, the owner brought over a plate of toast which she said was on the house. I was a regular and she just wanted to thank me.
Following a delicious dinner at a new restaurant, my friends and I were full to the brim and we decided against ordering any dessert. A few minutes later the bright and bubbly waitress brought over two desserts and a bundle of spoons and said that they were on the house as a way of saying 'thank you' for our business.
A while back I purchased a state-of-the-art fish tank filter from a pet shop. After about a year it started to play up, so I took it back to the shop. The owner said he would have a look at it and give me a call. A few hours later he actually dropped it back at my office with firm instructions on how to clean it properly (oops) and saying there would be no charge. This fabulous gesture will ensure that I keep going back.
These are just a few stories that spring to mind, but over the years there have been many more. Think about your own experiences, when someone has really gone out of their way to offer excellent service. Often it's only a small gesture, but it can have a profound effect.
What are the little things that you can combine with acts of spontaneity (and encourage your staff to embrace) that will make a big difference in the way you connect and engage with your customers?
We live in a world where spontaneity is welcome in a sea of fairly ordinary service.