Hi, you are listening to the Sales Journey podcast, episode 224, Legendary Service. This is Stacie Johnson and I am one of the sales and leadership coaches with Emerge Sales Training. For those of you new to the podcast, this is the podcast for network marketers who want to uplevel their sales and leadership skills while being a good human. Our coaching team releases new episodes every Monday, Wednesday, and Saturday. We know you are going to want to have access to our amazing coaching team so we have free training available. Sign up at emergesalestraining.com/freetraining.
Legendary Service – Think about places you go that customer service is top notch! I am sure you can come up with a few. Chick-fil-A, Nordstrom, Southwest Airlines, Marriott, come to my mind.
Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business.
How many of you have satisfied customers? Satisfied is not good enough anymore. I recently read the book Legendary Service: The key is to Care by Ken Blanchard. The book identifies that customers return because of the way the people make them feel. Sounds simple enough right?!? So let’s show our customers we care! How do we do that?
Did you know that in network marketing you are the customer service provider? As customers experience your products think about what service you are providing them. What are you doing to keep them coming back?
So let’s define legendary service – In the book, Blanchard defines it: Consistently delivering ideal service that keeps customers coming back and results in a competitive edge for your organization. In the book, Blanchard goes on to explore the ICARE model.
I – Ideal Service – Meeting the customer’s needs on a day-to-day basis by acting on the belief that service is important.
C – Culture of Service – should include a service vision. What is a service vision? Do you have one? Fostering an environment that services the customer
A – Attentiveness – Knowing your customers and their needs – Have you asked them? Compliments continue and complaints and learn from them.
R – Responsiveness – Demonstrating a genuine willingness to serve others as you fulfill their individual needs.
E – Empowerment – Taking the initiative to implement the service vision
You must create a system of customer service. Create a vision of service based on what your customers need. What will you start doing today to provide legendary service?
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