Do What Is Not Expected
(Another Lesson from "The Cult of the Customer")

I actually first wrote about this concept almost ten years ago. So, here is a reminder, with a fresh spin on it.

Most people do what they are supposed to do - what is expected by the customer. That's common sense. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Sometimes that's common sense as well.

Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed to do with a positive attitude. Other times it might mean going out of your way or making an extra effort to help a customer. It can even be as simple as a thank you note or follow-up phone call. Anybody can be okay - average. It is the excellent people and the excellent companies that are willing to do the extra things necessary - and sometimes not so necessary - to not have just satisfied customers, but LOYAL customers!

Let’s end with a quote from James C. Penney, founder of J.C. Penny Stores. He said...

”It is the service we are NOT OBLIGED to give that people VALUE the most!”

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).

Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200