The Gold Standard: Giving Your Customers What They Didn't Know They Wanted
by Colin Cowie
In my business, I know that if someone has emailed me to discuss an event, they’ve emailed five other companies. We used to respond to inquiries that came in over the weekend on Monday morning. Now we respond within hours. If a call comes in during the day, it’s returned within half an hour because I believe that the first person who contacts you is the one who gets the job more than 90 percent of the time. It covers everything from day-to-day maintenance of our kitchen space and how to set up the conference room for a meeting to how our clients are welcomed. I’m a big believer in “a place for everything and everything in its place” because it saves time and makes everyone’s life easier.
It covers everything from day-to-day maintenance of our kitchen space and how to set up the conference room for a meeting to how our clients are welcomed. I’m a big believer in “a place for everything and everything in its place” because it saves time and makes everyone’s life easier.
The most effective way to differentiate yourself from the competition and win business is by giving focused attention to the non-tangibles—your client/staff relationships—what I call the gold standard: exceptional customer service.
You have to package it fabulously. Fabulous doesn’t mean baroque and gilded. Look at the design esthetic of Apple, Tesla, and Sonos. You have to make the customer’s experience a priority.
The gold standard of customer service means making your customer feel as special and appreciated the fifth time they visit your restaurant, store, or website as they do the first time.
“There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money elsewhere.”
"In my business, I know that if someone has emailed me to discuss an event, they’ve emailed five other companies. We used to respond to inquiries that came in over the weekend on Monday morning. Now we respond within hours. If a call comes in during the day, it’s returned within half an hour because I believe that the first person who contacts you is the one who gets the job more than 90 percent of the time."
"It covers everything from day-to-day maintenance of our kitchen space and how to set up the conference room for a meeting to how our clients are welcomed. I’m a big believer in “a place for everything and everything in its place” because it saves time and makes everyone’s life easier."
"The most effective way to differentiate yourself from the competition and win business is by giving focused attention to the non-tangibles—your client/staff relationships—what I call the gold standard: exceptional customer service."
"You have to package it fabulously. Fabulous doesn’t mean baroque and gilded. Look at the design esthetic of Apple, Tesla, and Sonos. You have to make the customer’s experience a priority."
"The gold standard of customer service means making your customer feel as special and appreciated the fifth time they visit your restaurant, store, or website as they do the first time."
"“There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money elsewhere.”"
"The gold standard of customer service is not just about how engaging you and your product are; it’s about how you engage with your customer."
- →It covers everything from day-to-day maintenance of our kitchen space and how to set up the conference room for a meeting to how our clients are welcomed. I’m a big believer in “a place for everything and everything in its place” because it saves time and makes everyone’s life easier.
- →The gold standard of customer service means making your customer feel as special and appreciated the fifth time they visit your restaurant, store, or website as they do the first time.
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