{"id":3303,"date":"2016-09-09T13:50:23","date_gmt":"2016-09-09T18:50:23","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=3303"},"modified":"2016-09-09T13:50:23","modified_gmt":"2016-09-09T18:50:23","slug":"how-to-keep-the-exception-from-becoming-the-rule","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/","title":{"rendered":"How to Keep The Exception From Becoming The Rule"},"content":{"rendered":"<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-3308\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2016\/08\/RU274-e1473445692906.jpg\" alt=\"Reman U #274\" width=\"600\" height=\"398\" srcset=\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2016\/08\/RU274-e1473445692906.jpg 600w, https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2016\/08\/RU274-e1473445692906-300x199.jpg 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/>I went to dinner with the Reman Wingman last week following several hours spent in our booth on a trade show floor. A bit tired and jet lagged, we were anxious to eat.<br \/>\nThe restaurant we picked wasn\u2019t too busy, and a friendly hostess sat us almost immediately. Within minutes, our server approached to offer drinks and make menu suggestions. We ordered \u2013 and waited.<br \/>\nOur food came out in a reasonable amount of time. Piping hot and plated well, it looked pretty good. My burger was missing cheese, but I was too hungry to care. I figured when our server came by to check in, I\u2019d mention it if he asked.<br \/>\nAside from some glances he shot us from across the restaurant a few times, our server didn\u2019t come back to check on us again. When we flagged him down for our check, only then did he ask how everything was.<br \/>\nWhether a result of current day-to-day responsibilities, having worked in the service industry, or growing up around my Dad\u2019s high standards in his own businesses, I just can\u2019t quite turn off my \u201ccustomer experience radar.\u201d<br \/>\nIn line at a coffee shop, I notice how the customers waiting in front of me react to the tired, \u201cI\u2019d-rather-be-anywhere-but-here\u201d cashier. Or the personable, \u201cI\u2019m-willing-to-fix-your-order-no-matter-who-messed-up\u201d barista at the other end of the counter.<br \/>\nJumping through an endless toll free prompt loop from internet provider X when our Wi-Fi is down, I make a mental note to never, <em>ever<\/em> let our phone system frustrate our customers in the same way.<br \/>\nThe list goes on and on. But am I the only customer out there whose experiences at one business affect how I view another? You\u2019re kidding yourself if you think so.<br \/>\nWhen your customers return to your door, are they consciously or unconsciously comparing you to their last direct experience with you \u2013 or the last time they simply were a customer? I think the answer is both.<br \/>\nThe quality of service in your business is no longer being measured against your competitor down the road. From airlines to oil change drive-ups to mind-blowing apps, the customer experience bar is being set all around.<br \/>\nAs you work hard to keep your product, service, and people at their best, you run the risk that your exceptions \u2013 and exceptional way of doing things \u00a0&#8211; become viewed as the normal, every day standard.<br \/>\nSo, what\u2019s the solution? Stop trying to be great and kick a$%? Hardly.<br \/>\nHere are 5 tips to help keep your exception from becoming the rule:<\/p>\n<ol>\n<li><strong>Have more than one thing that you do really, really well<\/strong>. The more exceptional ways you run your business, the more positive moments you create for your customers to welcome with open arms.<\/li>\n<li><strong>Keep a pulse on your metrics.<\/strong> And not just your sales numbers. Your customers can be buying at the same time that you\u2019re providing average or even less than average service. Your bottom line might be painting the picture, but it will be in black and white if you don\u2019t factor in the other numbers at your disposal.<\/li>\n<li><strong>Know the impact of a positive attitude.<\/strong> \u201cGood enough\u201d is neither good nor enough. Be quick to correct this with your customer service front line \u2013 and equally quick to recognize when they\u2019re elevating the environment around them.<\/li>\n<li><strong>Ask and ask again<\/strong>. A business shows it cares about a customer\u2019s opinion by openly asking, <em>\u201cHey. How\u2019d we do?\u201d<\/em> The ones who care a bit more ask a second or third time. The real bar raisers? They find a way to put that feedback into action and then share with their customers that they were actually listening.<\/li>\n<li><strong>When the answer is no, figure out how to say yes. <\/strong>Savvy customers will look for other options when they\u2019ve been told \u201cno\u201d for one reason or another. If you can overrule an archaic policy, get buy-in from another department, or find a way to remove the obstacle, you win.<\/li>\n<\/ol>\n<p>You can\u2019t control your customer\u2019s perceptions, changes in the marketplace, or your industry. You do, however, have a direct impact on what great customer experience actually means these days. Your customers aren\u2019t waiting for you to fail them. They\u2019re waiting to be wowed.<br \/>\n&nbsp;<br \/>\n<em>photo credit:\u00a0\u00a9 Rob Byron\u2013 stock.adobe.com<\/em><\/p>\n<hr \/>\n<p><i><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-thumbnail wp-image-3033\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2015\/09\/JP2015-150x150.jpeg\" alt=\"JP2015\" width=\"150\" height=\"150\" \/><\/i><br \/>\n<em>The quality of service in your business is no longer being measured in the ways it once was. How do you keep the exception from becoming the rule?<\/em><br \/>\n<i>Comment below or <a href=\"mailto:jporter@etereman.com\" target=\"_blank\" rel=\"noopener noreferrer\">share with Jennifer directly<\/a>.<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>I went to dinner with the Reman Wingman last week following several hours spent in our booth on a trade show floor. A bit tired and jet lagged, we were anxious to eat. The restaurant we picked wasn\u2019t too busy, and a friendly hostess sat us almost immediately. Within minutes, our server approached to offer [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":3308,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,12,7],"tags":[20,512,14],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Keep The Exception From Becoming The Rule - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Keep The Exception From Becoming The Rule - REMANU\" \/>\n<meta property=\"og:description\" content=\"I went to dinner with the Reman Wingman last week following several hours spent in our booth on a trade show floor. A bit tired and jet lagged, we were anxious to eat. The restaurant we picked wasn\u2019t too busy, and a friendly hostess sat us almost immediately. Within minutes, our server approached to offer [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/\" \/>\n<meta property=\"og:site_name\" content=\"REMANU\" \/>\n<meta property=\"article:published_time\" content=\"2016-09-09T18:50:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2016\/08\/RU274-e1473445692906.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"398\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"The Woman Behind the Curtain\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"The Woman Behind the Curtain\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/\"},\"author\":{\"name\":\"The Woman Behind the Curtain\",\"@id\":\"https:\/\/etereman.com\/remanu\/#\/schema\/person\/9383f655490ea148118d4ff89222deaf\"},\"headline\":\"How to Keep The Exception From Becoming The Rule\",\"datePublished\":\"2016-09-09T18:50:23+00:00\",\"dateModified\":\"2016-09-09T18:50:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/\"},\"wordCount\":770,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/etereman.com\/remanu\/#organization\"},\"keywords\":[\"customer service\",\"exceptions\",\"sales\"],\"articleSection\":[\"Customer Service\",\"Reman U articles\",\"Sales\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/\",\"url\":\"https:\/\/etereman.com\/remanu\/2016\/09\/09\/how-to-keep-the-exception-from-becoming-the-rule\/\",\"name\":\"How to Keep The Exception From Becoming The Rule - 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