Posted by: jmwilsonmga | November 27, 2012

Why Customer Service Really Matters

I recently went to a restaurant in my new hometown. I’d heard rave reviews about their food and was very excited to try it out. When I pulled up to it, I was feeling like a kid at Christmas. I went in, was seated, my server came over and took my drink order….. and then I waited. And waited. And waited some more. After what felt like an eternity, my server came back with my drink and asked if I was ready to order. She didn’t apologize for the delay or go over any food specials, none of it. Needless to say, my enthusiasm was slightly deterred, but I was determined to have my delicious meal. So I put in my order and waited half an hour at least, without seeing even a whisper of my server. When she brought my food, again no apology. It was as if she had just come back from taking my order.  After I finished my meal, I waited another half an hour to find out their credit card machine was broken and I had to leave the restaurant, go to an ATM, and come back with cash. By the end of the night, I was in tears.

The food was probably some of the best restaurant food I’ve ever had. I mean, it was incredible! But I will never go back.

Now I know what some of you are thinking: “I thought JM Wilson handled insurance, when did they get into the restaurant critic business?”

The point is this: No matter how wonderful, amazing, contemporary, or revolutionary your product is, no matter what goods you’ve got the market cornered on, no matter what coverage you can provide that anyone else cannot, none of it, not one single bit of it, matters without incredible service to back it up.

Customer service is more than polite professionalism. It’s a no brainer (and common courtesy) to ask someone how you can help them today. My server asked that. She asked what she could get for me, and how did the food taste, and all the other questions a server is supposed to ask, but her service was still terrible. Customer service isn’t just being nice.

Real customer service, the kind that generates all the buzz, is about sizing up the situation, and then honestly and genuinely asking yourself “What can I do to meet this person’s need?”

It’s about working with your customer to accomplish the task as quickly and proficiently as you can, together, as a team. That is real customer service.

An award-winning website, a mobile app, a million dollar marketing budget, the fastest turn around ever seen, or even the best rates on the planet may work for a while. They might generate buzz, you might even corner that market for a short time. But I promise you, you absolutely must have customer service that will knock the socks off of everyone else’s.

Customer service begins, and ends, on an individual level. It is up to us, as people who engage with others all day everyday, to look at each person we interact with, no matter how briefly it may be, with a fresh attitude of “How can I meet this person’s need right now?” If you do this, you’ll be raved about! You’ll be a force to be reckoned with, I can promise you that. It starts with you. I know you can do it. Good Luck!

About the Author : Amanda Montgomery, Property & Casualty Underwriting Assistant

Amanda Montgomery joined J.M. Wilson in 2012.  She is responsible for servicing Commercial Property & Casualty accounts.  Outside of the office, Amanda enjoys traveling, musical theater, and reading.
Disclaimer :  This article is for informational purposes only.  There is no legal advice being suggested or proffered.  The author assumes no responsibility or liability for the actions taken or not taken by the readers based upon such information.  This article is the opinion of the author and is not supported or endorsed by J.M. Wilson.  It should not be relied upon and may contain inaccuracies or content may have changed over time, contact your underwriter for the most current and accurate information.  Any comments or responses are the opinions of their authors.  Content on this site is believed to be covered under Fair Use. Legal

Copyright 2012 J.M. Wilson Corporation

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