When the customer wins, your business wins. 🤝
Customer success is cultivating a relationship with your customers by having the right mindset and strategy to deliver the utmost value to them. It’s a concept that goes beyond customer support due to its approach being proactive instead of reactive. Sometimes in life people tend to remember bad experiences more than good ones, so below are 4 quotes that’ll get you pumped-up into taking the steps to ensure customer success today! 👇
1. “If you just communicate, you can get by. But if you communicate skillfully, you can work miracles.” — Jim Rohn, Entrepreneur, Author, and Motivational Speaker
When I worked for an IT Solutions provider, one of my duties was to answer customer support inquiries via chat. In one instance I got a message in the chat from someone who was thinking of doing business with our service because he recently split ties with his old provider. We discussed the general overview about everything our company provides and I took note to mention the peace of mind he can have if he were to be a customer of ours. When it came to answering the more technical questions, I acknowledged that I wasn’t an expert in that area but I managed to get a technical engineer to answer his questions. By the end of the chat, he was impressed and expressed thanks for taking the time to answer all of his questions. He became a new customer!
2. “It is not your customer’s job to remember you, it is your obligation and responsibility to make sure they don’t have the chance to forget you.” — Patricia Fripp, Sales Trainer, Executive Speech Coach
While delivering food for UberEats, I remember one scenario where I picked up a drive-thru order for a customer. Upon receiving that order and marking it complete, I drove off towards the customer’s address. 3 minutes into my route, I received a text notification from the customer asking if there was any way to go back to the restaurant and get extra sauce for her order. The customer acknowledged that it wasn’t something drivers customarily would do but she would’ve really appreciated it. I turned my vehicle around and went back and got the item she requested. Upon delivering her order she was waiting outside her residence happy to see me and expressed her thanks. She also left me a nice tip which was great!
3. “There is a spiritual aspect to our lives — when we give, we receive — when a business does something good for somebody, that somebody feels good about them!” — Ben Cohen, Co-Founder Ben & Jerry’s
When I worked as a security guard for a department store, one day a customer was denied entry because he was wearing a backpack. I overheard the customer saying to the store associate that he’s a college student and that he travels by taking the bus. When the store associate kept reiterating that he couldn’t let him in because of his backpack and that the store had a history of shoplifters, I pulled the customer aside and offered that he can leave his backpack by my post and assured him it’ll be safe there and that he can retrieve it upon leaving. He expressed his thanks and was grateful that I offered to help. I sympathized with him because I was once denied entry to a store when I was younger in that same exact situation.
4. “Biggest question: Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way?” — Jeffrey Gitomer, Business Trainer, Author, and Professional Speaker
As a teenager working for Home Depot, I was assisting a customer in answering questions about Christmas trees. Christmas was a week away and on this busy night, I could see in the corner of my eye an elderly woman observing the crowd of customers going through the section of the 7ft. Douglas-Fir trees. When I finished helping the customer I was assisting, I noticed that the elderly woman was still there looking at the trees from afar. I approached her and asked if there was any way I could assist her, and also mentioned to her that I noticed she had been standing there for a while. Her face lit up with a warm smile that I can still remember. She told me she had wanted a specific tree that she had been looking at and was glad that no other customer bought it. She gladly pointed it out to me. I went to go retrieve it and made sure to carry it for her while she purchased it and I walked with her to her car to load and tie it for her. Before she got in her car she thanked me for noticing that she needed help because the lot was packed with so many people.
I hope those 4 quotes resonate with you as much as they did for me!
Achieving customer success starts with the right mindset. Some would say the biggest barrier to customer success is not making it an important part of a company’s culture.
Before I go I’ll leave you with a bonus quote 👇
5. (bonus) “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” — Mahatma Gandhi
Need I say more? 😎