The Rule of 1% is simply defined as the process of adding to your customer service deliverables by one percent at a time. Before you can do this, you must have your consistency and standardization perfected or it will never work. This one percent may seem small, but per this strategy if you approach the vision for your company with these baby steps, you will find a huge increase over time. This strategy is not a sprint; it’s more akin to a marathon.
Avoid taking on too many customer campaigns at one time or you could set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. Over the course of a year, you’ll have improved by more than 50%!
While guidelines and standards are generally considered to be necessary for business growth, you should always try to be flexible with your best customers. For example, most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but it could generally restrict a large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers and consistency is the key to how you deliver it.
The bottom line is this: Customers rely on you to deliver what you promise. If you spend too much money on bulky advertising that promises more than you can deliver, even your best intentions will unravel quickly and you will fail.
Focus on your vision and take these steps to turn your satisfied customers into long-term supporters of your brand.
I hope you’ve learned a lot about good customer service and how it’s essential to your overall success. If you need help with any of the steps that we’ve gone through over the last four blog posts, then you can try our GUIDED TOUR and get access to some of the best resources, tools and coaches available.
In upcoming posts we’re going to explore strategies of winning the big clients and keeping them.