The Golden Rule of Customer Service

ASQ Portland Section 0607

By Ed Landauer, C.Q.E., P.E. May 8, 2012

Topics / AgendaIntroduction

First Impressions

Contrasting Lobbies

Steps to Take

Summary

Golden Rule of Customer Service

“Treat your customers the way you would like to be treated.”

Entrance to Fast Food Restaurant

7 signs on door or adjoining windows

All positive

Caution- Wet floor

Information at counters is positive

Entrance to a Post Office12 feet from door to counter

12 “No” signs in this distance

“I feel negative” while waiting

Call to Phone CompanyEnd of a hard day

Received first phone bill

Called Customer ServiceAnswered with the statement “How can I

make this the best part of your day?”

Goal of First ImpressionMake the customer feel positive

Make the customer want to return

Have the customer tell others about you

Contrasting LobbiesTwo manufacturing companies

Common safety/security issues

Enter into lobby area

Similar size

One lobby unattended/Other is attended

Attended Lobby Area• Plain looking/no furniture

• Attendant behind plate glass window

• Sign –in sheet on counter

• Talk loud/attendant calls contact

• Contact brings badge

Unattended Lobby AreaBrightly painted with small table and chair

Flower arrangement and candy on table

Phone and directory on table

Person greets you with a smile

Comparison of LobbiesThought went into set-up of unattended lobby

Felt positive upon enteringWanted a continued relationship

Attended LobbyNot sure focus was on the customer Just wanted to get out

Steps You Can takeEvaluate a customer’s first impression

Act like a customer

Call your company

Evaluate your website

Steps You Can TakeAsk customers how they feel about contact

Are there recommendations for improvement

Continue to improve the process

SummaryAre your customers happy with the first

impression of your company?

Have you evaluated the first impression?

Can you improve the first impression?

Are you willing to do it?

Questions?

Thank You!

EDL@Clackamas.edu