From The U.S of A… Handling the Customer
Customer Service Lessons from the New York Hat Shop
When you have as little hair as me and my freckly fair skin,
I’m only too happy to cover it up and keep my old head warm.
So when I was in New York I just had to get myself a
New York Yankees baseball cap.
In fact, I was so keen I bought one in
Boston as part of a package deal I did for
Cath and I at the Lids hat franchise.
(Buy one get the next one half price…)
The only problem was, when I wore it for
a while, it felt just a little too tight.
(OK, yes, maybe my head was bigger than I realised…)
The other problem was, by the time I wore
it and came to that conclusion, we were now in New York.
My wife Catherine said “go exchange it…”
I didn’t know if I could or couldn’t as I read
on the receipt that Lids Franchise stores in
different places were different companies
so I was a little concerned.
I rang the number on the receipt from
Boston and the person at the end of the
“No problems, just take it back
to the nearest store and we will exchange it…”
So that’s exactly what I did.
I walked down 7th avenue to the Times
Square Lids store, and no quibbling,
I told them it was too small and they
immediately swapped it for the next size up.
They didn’t go “if you’ve already worn it,
we can’t swap it…” or “you bought that in
Boston we can’t swap it in New York…”
They understood 5 key Customer Service POWER Principles
I see missing in too much Retail and Hospitality here in Australia.
5 key Customer Service POWER Principles:
1. LV Power
We want the Customer for Life – there is Lifetime Value in a customer
2. WOM Power
Word of Mouth – Each happy customer can tell not just one,
but hundreds of their friends about
us (via social media, emails, business newsletters, blog posts etc etc)
3. FAIR DEAL POWER
99% of customers will do the right thing.
They are not trying to rip us off.
In most cases
what they want is a fair deal, not costly to
us and everyone wins.
4. GLAOT POWER
Train your staff in the GLAOT Method of Service Recovery
– Greet, Listen, Acknowledge, Provide
Options, Thank them for coming back and giving us the opportunity to solve the problem and keep them as a customer.
5. FRIEND POWER
Be friendly. Talk as if the customer is a friend for life.
Connect as a human being. Don’t be stand offish.
Have some fun.
Be Human which might
include smiling and even being Hum(an)-ourous
I hope this helps.
Side note: see how the word “human” and the word “humorous” are so similar.
To be human, to share your humility and your humanity often includes using humour…
HUM… Hum… Human… Put the HUM… the Humanity back into Customer Service and Sales
and watch your WOM and LV and Pro_ ts soar…