Good services is all about providing the purchaser with an best practical experience. Of training course in business, we are all striving to create a perfect environment – just one that will have our purchasers speaking about us in the greatest way probable to friends and colleagues. And of training course we have every thing in spot a welcoming business office or studio, properly educated staff members, and units in put to make sure that all the things operates easily from commence to end.
But what comes about when, in spite of our most effective initiatives, the purchaser does the surprising – possibly mainly because they really don’t know our procedure, or possibly they are just challenging to be sure to? A number of months ago a loved ones arrived to our photographic studio – Mum, Dad and two teenage children. The portrait session lasted all around an hour, during which time we took some wonderful pictures with numerous mixtures of teams and singles. By the time we completed they have been on a large, and searching forward to returning for their viewing session a number of days later on.
All through the viewing, above contemporary coffee and biscuits, they appreciated a leisurely night picking out which photographs have been to be displayed in their property, selecting a massive framed portrait of all 4 of them to dangle earlier mentioned the fireplace in their lounge, and numerous lesser types. They still left the studio delighted with their encounter, and their option of photos. We could hear them chatting excitedly all the way back again to their car.
They had been even extra enthusiastic when four months later we offered the completed items to them, amidst plenty of delighted ‘oohing’ and ‘aahing’. So imagine our dismay when more than a thirty day period afterwards we been given a telephone phone from the girl of the residence expressing that she definitely wasn’t pleased with the portraits, as she didn’t like her fringe! She’d had her hair reduce specially for the portrait session, and imagined at the time that ‘it was not very right’!!
The concern at this phase is ‘How far do you go to guarantee that your shopper is completely delighted?’ Our solution at Hoss Images is ‘All the way’. We didn’t challenge the reality that she was not happy (even nevertheless her partner experienced certain her that she looked wonderful). We just arranged for the loved ones to return to us for a complimentary re-shoot, went via the entire course of action all over again, and produced portraits that they all beloved. And you know what? They enhanced their purchase!
The issue I am producing below is that we ensured our natural environment was welcoming, we experienced fantastic devices in position, and our team were being perfectly qualified. But outstanding shopper service is much more than that. It can be about caring how your shopper feels. And it is about possessing the electricity to impact the final result of their encounter with you.
