3 Customer Service Principles That Will Revolutionize Your Business

We live in a high-tech world. As business-people, we often spend the vast majority of our day glued to our computers, iPads, and phones. In many cases, a Facebook message has replaced our half-hour lunch meetings. Split-second tweets have replaced those short, but sweet, conversations over coffee you used to a make habit of. In reality, we must embrace these technologies. However, we’d be fools to ignore the relational impact of spending more time in front of screens, and less time in front of faces. In this technological age, we must embed high-tech AND high-touch principles throughout our business culture.

High Tech AND High Touch

Those of us who are business owners, or business managers, are required to drive sales. My challenge to you is this: Is your end-game to put more change in your pocket, or is it to make positive change in your client relationships? As merchants, we have the exciting opportunity to be a part of many people’s lives. Everybody has a story marked by joy, hardship, success, and failure; many of which in each day. We must be open to becoming part of that story and engage in real relationships with these individuals. These meaningful relationships will be just as rewarding as the financial reward that comes from your labor.

Make Second Mile Second Nature

At Venture Visuals, we consistently return to the question: How can we go beyond what is expected of us to deliver a remarkable experience for each client? In other words, how can we make second mile second nature? In ancient Rome, Roman soldiers patrolling the countryside would often recruit local citizens to carry their equipment for one mile. Legally, a citizen would be obligated to struggle with the burdensome weight of the military equipment. However, it were those few citizens that went beyond the mile-marker that made a profound impact on the life of a soldier. You see, it is in the second mile that true relationships are fostered. What would your business look like if you made second mile second nature?

Endearing Customers Make Enduring Businesses

Look for opportunities to add free value to your customer experience. Every extra thing we do for our customers without raising our prices is pure value. In a culture that thirsts to be served, value is a scarcity. When we willingly break down this cultural norm, and begin to serve our clients, we will cultivate faithful, thankful, and endearing customers. Remember, endearing customers make enduring businesses.

Deliver Remarkable Experiences

All too often I catch myself looking at my competitors for inspiration in the field of customer service. How many clauses should be in my contract? Who pays for food on a multi-day production? How many images do my competitors deliver for each day of shooting? Let me be clear; These questions are loaded, and they are self-serving. We must retool our minds to ask questions like: How many extra images can I deliver from that production? Can I surprise my client by picking up the dinner tab? When we go into that second mile with regards to our customer service we will begin to deliver remarkable experiences… the very type of experiences that people talk, tweet, and Facebook about.

In closing, as a culture that is never apart from our digital devices, we must be intentional about making high-touch a priority in our client relationships. As diligently as you monitor your Twitter account, likewise, foster your relationships in an authentic and meaningful way. One great principle to apply in this pursuit is to make second mile second nature. As your customers begin to see and appreciate your devotion, they will respond with faithfulness and brand loyalty. Finally, remember to break the mold in your industry and look for new and creative opportunities to serve your customers in a remarkable fashion. Together, these principles will make your business more meaningful in the market, and more rewarding in your personal life.