| Humor at Work |
ISSUE 649 - Oct 5, 2016 |
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Nine Nifty Ideas for More Inspiring Customer Service |
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It's official Customer Service Week (October 3-7) in Canada (thank you for the reminder JoAnn Arnold) so here are nine ideas for more inspiring customer service:
1. Offer an outrageous customer service policy. Zappos, the on-line shoe business based in Las Vegas, offers customers a 100% money-back return policy for up to 365 days with free shipping in both directions.
2. Send your customers to your competitors when you can’t help them with exactly what they need. Great customer service is about building relationships and long term trust.
3. Reward customers who demonstrate your organization’s values. The Opus Hotel in Vancouver, for example, offers free parking for customers who drive hybrid vehicles.
4. At least three companies that I know of offer a 120% refund on returned items to account for the customer’s extra time, gas, and stress in having to return to the store. Remember, when you mess up with your service, overcompensating can turn customers into passionate, raving fans.
5. Consider what companies such as Southwest Airlines do when hiring employees: They try to hire people without prior airline experience so they don’t have to “un-teach them” things!
6. Find creative ways you can give back to the community. Over 800 cleaning companies in Canada and the U.S. have partnered with CleaningForaReason.org to offer free house cleaning for anyone undergoing chemotherapy treatment.
7. Use fun, creative job titles that reflect that actual scope of duties: Zappos has a Director of First Impressions rather than a receptionist; The Peabody Hotel has a Manager of Vibe instead of a Food & Beverage manager.
8. Surprise customers in some small way. One dentist office refills the parking meters of patients while they are being treated.
9. Offer something truly unique that your competitors haven’t thought of: The Rendezvous in St. Lucia has a Romance Concierge; the Ritz Carlton in Miami has a Tanning Butler; a Dallas Ritz Carlton has a guacamologist; the Loews Coronado Bay Resort in California has a dog surfing instructor! What truly unique position or service could you create in your business that will help you stand out from the herd to be heard!
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Mike's Fun at Work Tip |
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To help jump start more recognition in your workplace and remind everyone of the importance of recognition, hand out three thank you cards for every participant at your next meeting and save some time so everyone has the chance to write three thank you notes to anyone in your organization who deserves some recognition.
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Quote of the Week |
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"I've got to stop saying, 'How stupid can you be?' Too many people are taking it as a challenge!" Unknown
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It's a Wacky World |
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The Ig Nobel awards were recently handed out at a ceremony at Harvard University. The annual awards are given out to recognize scientific studies that "make you laugh, then make you think." This year's wacky research winners included:
- A team from the University of Waterloo who produced a study called "The Reception and Detection of Pseudo-Profound Bullshit" (in case you're wondering, they discovered there's too much of it).
- A study that looked into the pressing matter of how wearing polyester, cotton, or wool trousers effected the sex lives of rats.
- A research project involving a biologist wearing prosthetic limbs so he could roam with a herd of goats.
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The Humor Advantage "Two-For One Surprise Someone With a Gift" Super Special! Because of the tremendous response we received last week we're extending this offer for one more week! Purchase one copy of The Humor Advantage and we will send a free copy at no extra charge to whoever you wish - anywhere in the world. Just let us know who you want us to
mail the copy to and what you want signed in the book and we'll send them a gift copy from you on us!
Cost-Savings to Bring Mike in to Speak
Okanagan: "I need to see Mom" special rate on-going!
Toronto: Oct. 21, 22, 24, 25, 26 & Nov. 7-10
New York City: Oct. 24-26
Vancouver: Dec.1-5
Edmonton: Dec. 5-7
Winnipeg: March 16
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mike@mikekerr.com
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