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Hi There! This is Shep Hyken Customer Service and Experience Expert and on this video I'm
going to share a customer service strategy which is to Deliver Value with Time. I don't
know very many people who enjoy waiting on anything. It's not that everyone is impatient.
It's just frustrating to have to waste time standing in line, being put on hold, or waiting
for a response from anyone. How about showing up on time for lunch with a friend, only to
have that friend show up twenty minutes late? You may cut a friend some slack, but you will
surely be upset or angry with the company that makes you wait an extra twenty minutes.
Not long ago I was forced to stay in a hotel because my flight was canceled due to bad
weather. I showed up late in the evening and couldn't believe how long the line was to
check into the hotel. Their excuse was that they didn't expect the hotel to be so busy.
Yet, according to the reservations person I talked with earlier that day, the hotel
was just about sold out sold out of rooms. How could they not have known? I blame a manager
for making a bad staffing decision. That moment eroded the hotel's guest focused brand and
image that they worked so hard to create through advertising and marketing.
Don't you just hate when you call a company for help or support and you get the recording
that goes something like this: "We're sorry. Due to unexpected call volume you may experience
longer than normal wait times." I hate when this happens.
I'm sensing a pattern. Don't these companies respect our time?
Customers are turning to alternative ways of doing business because of speed. Usually
it is much faster to order something online. Self-service checkout in a grocery store may
be a good alternative to save a few minutes. Even when it comes to customer service, customers
turn to an online alternative rather than having to make a call and be put on hold,
be transferred to numerous people and have to repeat their story to multiple employees.
Amazon.com gets it. Once you understand their system, you can find what you want and check
out with "one click." Their Amazon Prime Membership, for which customers pay an annual fee, offers
free two-day shipping on most purchases. It's all about speed and convenience. Their customers
love it, and are willing to pay for it. Some companies offer various levels of support.
Pay more and you may get a special number that gets you to someone faster. Or just do
more business to earn that perk. While I'm not so sure that may be the best strategy,
here is the type of response I think you want from your customers:
The company may not be the lowest priced, but they are fairly priced and I'm willing
to pay a little more for the value they deliver. I love that my questions are answered and
problems resolved without having to wait. Here's the point: Value my time and you value
me. It's part of delivering amazing service. Well, I hope you enjoyed this short lesson.
Please be sure to visit my website, which is www.hyken.com. There you'll find more information
about my speaking programs, as well as over 250 customer service articles that you can
read and share with your colleagues. Thank you very much for watching. This is Shep Hyken,
reminding you, to Always Be Amazing.