In this episode of the podcast, Dr. Kelly Henry joins Troy to talk about creating exceptional customer service. Customer service needs to be a priority in any organization in order for it to improve. In reaching ever-changing customer expectations, a critical piece is the employees of the organization. Dr. Kelly shared some of his strategies and tips on how to create that culture of excellent service in your organization through your employees.

 

Key Takeaways:

• Dr. Kelly Henry shares how he made the switch from being a chiropractor to consulting. It may seem like a major shift, but customer service is something that he has been working on for decades.
• When first starting, your customer service may not be the best, but it definitely needs to be a priority in the business. That’s where the learning can begin, and that’s how the company’s customer service can improve.
• Employees were the biggest roadblock to Dr. Kelly improving his service level. He shares more about how his own attitude influenced that, and how changing his perception of his employees and how he treated them helped create the basis for stellar customer service.
• Dr. Kelly doesn’t think of his team as a family. He explains why.
• Some business owners don’t hand out bonuses or praise their employees for the work that they do. Dr. Kelly doesn’t agree with this approach because praise and recognition are often more to employees than monetary benefits.
• A great way to create a positive impact on new employees is to have someone from upper management levels touch base with them and welcome them to the organization.
• It’s the small things that add up when we think about companies with poor customer service.
• When companies have poor service, it’s often because they believe their service level is okay. However, this may not be accurate from the customer’s point of view.
• When one company ups the bar for the level of service, other companies have to follow suit. Over time, companies have to provide higher and higher levels of service to meet customer expectations.
• Creating a culture of excellent customer service starts with a systemic approach. Simple actions, simple ideas, the simple principles, done consistently create major results.
• Ultimately a customer just wants to feel important and valued and special when they do business with you.
• Customer expectations are ever-changing. Businesses need to adapt and evolve to keep up.
• It's okay to fire customers!

 

External Links:

Maintenance-one.com

Dr. Kelly Henry

Define and Deliver Exceptional Customer Service: Proven Strategies to Maximize Your Profits, by Dr. Kelly Henry