The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this, you must have your consistency perfected or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will find an enormous increase over a solid chunk of time. It’s not a sprint, it’s a marathon.
Avoid doing too much at one or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. By the end of a year, you’ll have improved over 50%!
While rules and standards are necessary for growth, always be flexible with your best customers. Most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but it restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers, and consistency is the key to how you deliver it.
The bottom line is customers rely on you to deliver what you promise. If you spend too much on bulky advertising that promises more than you can deliver, even your best intentions will unravel quickly and you will fail.
Focus on your vision and baby steps to turn your satisfied customers into Raving Fans.
I hope you’ve learned a lot from these lessons on exemplary customer service and how it’s essential to your overall success. If you need help with any of the steps we’ve gone through over the last four lessons, try our GUIDED TOUR and get access to some of the best resources, tools and coaches available.
In upcoming posts, we’re going to explore strategies of bagging the big clients and keeping them.