Everyone's walked into a store or restaurant at some point and been completely unseen or even worse, seen by staff but ignored. In my next life, I should become a secret shopper to audit other companies' customer service because this drives me absolutely mad!
I know how to deliver a world-class experience myself, so why can't other people do the same for me!? I think it comes down to company culture and ultimately, is there a system in place to make sure your team is providing that world-class experience that your customers will talk about?
For a couple years now, I've been studying this book called The 1-Page Marketing Plan. In the book, marketing guru, Allan Dib, discusses the need to provide that world-class experience I mentioned above. It took me a spreadsheet and some brainstorming to come up with the REAAL Promise, but this is what guides our customer service.
Feel free to implement this in your own company! You can print it out as-is, or tweak it and make it your own!
Please let me know if you create your own version! I'd love to see what you come up with!