More of The Beatles Take on Customer Service: BECAUSE


Yeah I was the 5th Beatle until they got tired of me screaming

"WOW! Your The Beatles" in recording sessions.

 


We hear the expressions “Authentic You” and “Be Authentic” used a lot lately. Personally, I don’t get bothered by its use or as some feel, over use. It’s a philosophy I subscribe to the best I can in my personal life.

 

You can just tell when someone has it and when they don’t especially in the field of Customer Service.  We choose our friends based on their being authenticity and a bond based on a foundation, a feeling of trust and joy. The same can be said about the customer service representatives we deal with on a constant bases.

 

I constantly tell CSR’s at speaking engagements that people can go anywhere to get a product like the ones they sell, be it down the block or on the internet. But what keeps the consumer coming back are them. The individual.  The CSR’s the “get it”. The guests are there daily or frequent to see their “friends “where they know it’s safe and the customer service is great! Make that exceptional!

 

I deal with retail businesses where their CSR’s interact daily face to face with guests and yes, they have an easier time of it because they can learn guests names etc. But the philosophy applies to CSR’s online and via phone activity as well. It’s what I call the BECAUSE factor.

 

Being

Engaging

Centered &

Authentic

Ultimately

Serves

Everyone

 

By following the BECAUSE factor it simply benefits the CSR, the guest and the company as a whole. All it takes is a person who “gets it” as far as how to deal with humans on a genuine level to make a difference all around. That CSR may not have all the answers, but if they stay focused on the customer, if they stay concerned and engaging with the guest, problems will dissipate in their severity at a much faster pace than an with an “auto response”.

 

Let me give you an example. We have a Starbucks near our house (go figure) that we go to as it’s the only one near us (go figure that one too).  Even if there was a Tim Hortons or Café De Spend Tu Dinero Here within reach, I would still choose to go to Starbucks. The CSR’s there are friendly, polite, accommodating and more importantly they know me. There is one CSR, Jasmine, who I saw once when my 2 year old daughter and I went there for coffee and juice after a grueling music class. When I saw her again 2 weeks while on a solo visit she asked me, “So where is that adorable little one today?”

 

WOW! One meeting. One time serving me and she remembered! Guess who I look for when I’m there? Jasmine! She gets BECAUSE. But it’s not just her. It’s Tanim who always knows I have a Half Decaf-Half Regular Black so I don’t leap out of my skin and send my ADD into overdrive with regular high octane coffee! It’s also the dude whose name I don’t know with the goatee (looked for him for a pic with him but not working) who knows what my wife drinks and makes it a point to play with my 2 year old when we are on line. These are the people I like to reward with my business and my time BECAUSE…!

 

Customers who feel they have been treated well and in an authentic manner have a 70% chance of returning to a business they have developed a relationship with even after just one positive visit.

BIGresearch, an Ohio-based market intelligence firm, asked thousands of shoppers what kind of customer service they expected. Customers said they sought friendly, authentically polite service and wanted to feel that a company valued them more than the sale. They look for value, but define it as more than the price of a product; it also includes the service they receive. According to the survey, 71 percent said they stopped doing business with a company due to bad customer service.

 

So, before you have to go chasing down unhappy guests asking why they left and they just tell you, BECAUSE, train your staff in the Beatle version of BECAUSE. It will HELP you in THE END during the Customer Service REVOLUTION.

 

Oh, and yeah...that is me with the Beatles (thank you Photo Shop) and yes that was me with longhair and face fuzz. Be kind in your comments.

 

Peace and Happy New Year!

 

Views: 7387

Tags: beatles, cafe, customer, facebook, food, internet, marketing, media, online, promotions, More…restaurant, service, social, starbucks, sullivan, twitter, ty

Comment

You need to be a member of FohBoh to add comments!

Join FohBoh


Non-Operator
Comment by Bill Campion on January 6, 2011 at 8:22am
Did you say be kind in your comments?  Ty you should know better than to expect kind... Regarding the picture I would have never known that was photo shopped if you hadn't told me.  I thought you were the 5th Beatle.  You probably had no idea that Elvis was my cousin.  Great post as usual.  I love the Starbucks stories because they illustrate how easy and fun it can be.  Our local Baristas are awesome as well.  I got a free Grande Americano the other day just BECAUSE!  What a pleasant surprise.  Between Susan, Amanda and yours truly I'd say we keep Starbucks in business but everyone knows that would be an exaggeration.  I do wonder sometimes if we put more gallons of gas in our cars or more gallons of starbucks in our bodies on a monthly basis.  It's probably a toss up!  Great stuff thanks for sharing and I appreciate your passion for customer service!  Call me.  BC
Comment by Michael Minichello on January 5, 2011 at 12:26pm
Ty - You are so right! Imagine all the People (sorry couldn't HELP myself) just being people. It is the mom and pop, small business approach that will win every time. Every business was founded on those principles and with the access to social media we can get back to our roots and core values BECAUSE it is the right thing to do and the people crave it. Thanks for sharing, nice picture but next time you and John should think about wearing different suits :)
Comment by Paul Biedermann on January 5, 2011 at 9:55am
I agree 100%, Ty! Customer service seems to be a lost art these days. Those who do it well are certain to rise above — more so than ever because now they really stand out!
I had a similar experience recently when I bought new tires for my car. Although I hadn’t been into the shop for several months, I was greeted by name as soon as I walked in. Trust me, I was not exactly a familiar face — so this really made an impression. I was quick to point this out and have now become a regular and frequent them for other auto services as well.
Little things go a long way! BECAUSE… these things really aren’t so little.
(BTW — I like the hair!)

Advertisments

 

DEPARTMENTS

Social Wine Club for Craft Wineries

Smartbrief

Chains make chicken the star of the menu

High beef and pork prices are making chicken the go-to meat more than ever, boosting wholesale prices for producers and spurr -More

Americans continue to eat less fish

The average American is consuming only 14.4 pounds of fish per year, down from the record high of 16.6 pounds in 2004, Ben Di -More

JOBS & CAREERS

Posting a job or finding a job starts here at FohBoh. Call us about special $25 posting packages to syndicate across all major jobs boards.

National News

Rita's Italian Ice Awards Area Development Agreement for Kansas

Rita's Italian Ice has awarded franchise and area development agreements for Kansas and the Kansas City area, which extends to the Missouri side of the city, to franchisees and local residents Jay Miller, Jeff Miller and Pat Reilly.

Restaurant Sales Bounced Back in March

Restaurant sales posted a solid gain in March, and bounced back completely from the recent soft patch. Eating and drinking place sales totaled $47.3 billion on a seasonally-adjusted basis in March, up 1.1 percent from February's upward-revised sales volume of $46.8 billion, according to preliminary figures from the U.S. Census Bureau.

McAlister's Deli Signs Franchise Agreement to Expand to Cleveland

McAlister's Deli announced it has signed a development agreement with an experienced multi-unit operator to develop three restaurants in the Cleveland, Ohio, area - the brand's first locations in the market.

Restaurant Trends - Growing And Emerging Concepts - Change and Activity April 16, 2014

Update from Restaurantchains.net on growing and emerging restaurant concepts

Popeyes Louisiana Kitchen, Inc. Announces CFO Departure in May

The company has commenced a search for Mr. Hope’s successor, reviewing both internal and external candidates. Mr. Hope will assist in the transition of duties to an interim CFO and will remain a consultant to the company through the summer.

CROWD FUNDING

If you are looking for capital to start or grow your restaurant, create the next 501c3, develop and launch the next app for the restaurant industry,or want to help your peers in some meaningful way, we want to know about it.

TED TALKS VIDEO

TED: Norman Spack: How I help transgender teens become who they want to be - Norman Spack (2013)

Puberty is an awkward time for just about everybody, but for transgender teens it can be a nightmare, as they grow overnight into bodies they aren't comfortable with. In a heartfelt talk, endocrinologist Norman Spack tells a personal story of how he became one of the few doctors in the US to treat minors with hormone replacement therapy. By staving off the effects of puberty, Spack gives trans teens the time they need. (Filmed at TEDxBeaconStreet.)

TED: Jennifer Senior: For parents, happiness is a very high bar - Jennifer Senior (2014)

The parenting section of the bookstore is overwhelming—it's "a giant, candy-colored monument to our collective panic," as writer Jennifer Senior puts it. Why is parenthood filled with so much anxiety? Because the goal of modern, middle-class parents—to raise happy children—is so elusive. In this honest talk, she offers some kinder and more achievable aims.

TED: David Brooks: Should you live for your résumé ... or your eulogy? - David Brooks (2014)

Within each of us are two selves, suggests David Brooks in this meditative short talk: the self who craves success, who builds a résumé, and the self who seeks connection, community, love -- the values that make for a great eulogy. (Joseph Soloveitchik has called these selves "Adam I" and "Adam II.") Brooks asks: Can we balance these two selves?

TED: David Sengeh: The sore problem of prosthetic limbs - David Sengeh (2014)

What drove David Sengeh to create a more comfortable prosthetic limb? He grew up in Sierra Leone, and too many of the people he loves are missing limbs after the brutal civil war there. When he noticed that people who had prosthetics weren’t actually wearing them, the TED Fellow set out to discover why — and to solve the problem with his team from the MIT Media Lab.

© 2014   Created by FohBoh.

Badges  |  Report an Issue  |  Terms of Service