Everywhere you look the last couple of weeks, you’ve seen ads for Olympic athlete endorsed products and Team USA sponsorships. All these marketing efforts have very similar messages, but what’s the one thing missing?
I think it’s the guarantee of gold medal customer service. I don’t remember the last ad I saw for a brand selling quality service instead of a product during the games.
Think about the Subway commercials: the ones with all the famous athletes. I totally understand the appeal to sell based off of a famous face, but I’m also wondering what happened to the “sandwich artist” experience. That was a brand selling a service that a lot of people enjoyed. To me, the messaging now feels just like another fast food chain, where service is sacrificed for speed and cost. I’ll drive an extra 10-15 minutes to find an east-coast-style deli for an experience and service. A $5 foot-long isn’t as appealing when I know I can get a fresh deli sandwich–that might take a bit longer, but the clerk makes me feel like the sandwich is made with love.
And I’m not the only one. Why is that?
Customers are willing to sacrifice on price, if they remember the exceptional service that was brought to them. That’s a value add that that can be practiced daily to help retain a customer base. Instead of trying to upsell customers to, give them notice of a special sale coming up, or simply give them a coupon for their next visit.
Exceptional service is the one thing that will continue to keep customers coming back, and the best part is that it’s free–It just takes a little effort to create that positive experience.
What are some strategies you use to go for the gold in customer service?