Customer Driven: Just One More — The Difference Between Average and Exceptional
By Laura Jozwiak March 31, 2021
What an honor it is to be asked to contribute to Fleet Management Weekly, especially regarding a topic I am passionate about – customer service! My mission with this column is to engage with the extensive and varied experiences of the fleet industry on this important topic. I invite you all to take part in the conversation that will, hopefully, inspire each of us to strive for more — more positive results, more exceptional experiences, and more trusted relationships.
It often can be just that one more thing that takes us from average to exceptional. Actually, the difference between average customer service and exceptional customer service is relatively small. I think about the ‘one degree’ rule. At 211 degrees Fahrenheit, water is hot. At 212 degrees, water starts boiling and turns to steam. Steam can power locomotives, factories and ships. Hot water can’t.
What you do above and beyond the norm is what creates customer loyalty, trust and superior service. Some of the best service organizations understand this and engage their culture accordingly. Many of us are continuously looking for ways to impress and dedicate themselves to the client experience.
Within my organization, I encourage others to not only think about, but execute, on that ‘one more thing.’ Before you end the day, make one more connection with a client or prospect and watch the results. Ask one more thoughtful question to better understand your prospects’, clients’ or supplier partners’ perspective on fleet. Review that data set one more time to uncover the nugget that will help unlock a fleet’s hidden potential. Always look for ways to add to your ‘one more thing.’ Not only will you improve but your customers will benefit.
Meetings, deadlines, and just the complexities of life can get in the way of remembering this simple point. It is our responsibility to stay focused on what matters. And I know for all of us, what matters is the customer.