{"id":4415,"date":"2019-01-17T10:15:38","date_gmt":"2019-01-17T16:15:38","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=4415"},"modified":"2019-01-17T10:15:38","modified_gmt":"2019-01-17T16:15:38","slug":"when-to-respond-in-an-extraordinary-fashion","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2019\/01\/17\/when-to-respond-in-an-extraordinary-fashion\/","title":{"rendered":"When to Respond in an EXTRAordinary Fashion"},"content":{"rendered":"<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-4416\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2019\/01\/ru393.jpg\" alt=\"\" width=\"600\" height=\"338\" srcset=\"https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2019\/01\/ru393.jpg 600w, https:\/\/etereman.com\/remanu\/wp-content\/uploads\/sites\/2\/2019\/01\/ru393-300x169.jpg 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><br \/>\nMost of us have jobs that involve customers and customer service, even if that is not in your actual job title.\u00a0 My question to you today is when is it appropriate to do something extra-ordinary?\u00a0 Chances are, \u201cDo something special for customer,\u201d is not on any forms at your organization, unless you work at Zappos or on my team at ETE.\u00a0 Well, my team doesn\u2019t have any written mandate, but I do urge them to do the unexpected as often as possible.<br \/>\nSpecial responses happen reactively rather than proactively far too often.\u00a0 Consider the value the organization receives.\u00a0 If you move mountains for a customer but it\u2019s in response to their dissatisfaction, have you really done anything more than get back to net zero?\u00a0 While solving issues is important, the real objective of going the extra mile is creating a WOW! experience for a customer, so they\u2019ll tell everyone about how amazing you and your business are.<br \/>\nA popular customer service metric called NPS (net promoter score) focuses on this.\u00a0 The logic is simple, on a scale of 1 to 10 with 10 being most satisfied only the low and high scores matter.\u00a0 Everything in the middle is thrown out.\u00a0 Those customers had an expectation and you merely met it or were close enough.\u00a0 They are not likely to promote your company or bad mouth it.\u00a0 The focus is to limit negative experiences and increase the exceedingly satisfied ones.<br \/>\nBack to your job.\u00a0 Does out of the ordinary occur when:<\/p>\n<ul>\n<li>a customer leaves a negative review on the internet<\/li>\n<li>you like their car<\/li>\n<li>they have an insider connection<\/li>\n<li>it\u2019s a good customer who is loyal and promotes your business<\/li>\n<li>the company is running a promotion<\/li>\n<li>the customer is someone \u201cimportant\u201d?<\/li>\n<\/ul>\n<p>I think the answer to when to do something special is: AS OFTEN AND AS RANDOMLY AS POSSIBLE.<br \/>\nI\u2019m sure the often part makes sense to everyone, but why random?\u00a0 I learned a great lesson in my college days bartending for a guy named Jerry.\u00a0 He wanted his bartenders to give away free drinks to customers but always in a surprising fashion.\u00a0 His wisdom was that anything routine, like first or last drink is on the house ends up creating an expectation and loses all its value.\u00a0 He was so right!\u00a0 If you don\u2019t create a, \u201cWow, that\u2019s awesome,\u201d all you did was give something away for free, or worse.<br \/>\nOk Ben, its easy to point out that doing special things for customers can create positive experiences, but someone has got to pay for all these free drinks!\u00a0 No problem, your returning customers, and future referral customers, and anyone who reads the raving reviews (which will be most of them) will happily pick up the tab in the form of increased business and decreased marketing costs.\u00a0 Don\u2019t believe me?\u00a0 Scared of telling all your employees to start spending your money creating WOW! experiences?\u00a0 Test it.<br \/>\nRecall that old adage that half of your marketing dollars are wasted?\u00a0 Budget some of that spend toward\u00a0extraordinary responses and watch your bottom line.\u00a0 Chances are your employees are already more careful about spending your money than you are.\u00a0 I can\u2019t tell you how many times my team will come to me asking for my blessing to invest $50-$100 on a customer\u2019s experience.\u00a0 My response is always the same: \u201cDo you think it\u2019s the right thing to do?&#8221;\u00a0 &#8220;Will it result in a great experience?&#8221;\u00a0 \u201cMake sure they know what you did for them!\u201d<br \/>\nIf you want to make each customer experience work for the future of your business, my advice is do the extraordinary until extra-<em>is<\/em>-ordinary at your company.<br \/>\n&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most of us have jobs that involve customers and customer service, even if that is not in your actual job title.\u00a0 My question to you today is when is it appropriate to do something extra-ordinary?\u00a0 Chances are, \u201cDo something special for customer,\u201d is not on any forms at your organization, unless you work at Zappos [&hellip;]<\/p>\n","protected":false},"author":26,"featured_media":4416,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,12],"tags":[743,745,20,441,747,749],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>When to Respond in an EXTRAordinary Fashion - 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\/2019\/01\/17\/when-to-respond-in-an-extraordinary-fashion\/\" \/>\n<meta property=\"og:locale\" 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