A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations before driving home GoDaddy email login. Imagine her surprise to find that the sales person had already programmed the radio stations in the new car from her old one! A friend stopped on her way home from a manicure, saying she just had to tell someone about the experience she had with her manicurist, who not only walked her to her car and opened the door but put the key in the ignition and started the car so my friend wouldn’t muss up her nail polish.
Did my friends talk about the new car and the fabulous manicure or the value added service they received? Certainly both, but the value added services led the conversation in every telling!
We feel satisfied when we get something that we need or want because our desires are fulfilled. We know that a customer can be anyone who receives something they perceive to be of value, a product or a service, from an individual or organization. Customers are both internal and external to the organization, each with his or her needs, wants and desires.
Customer service standards are on the rise. When customers deal with you, they compare you to anyone else from whom they’ve received (great) service, not just someone from the same industry.
Take grocery shopping, for example. Why am I drawn to Trader Joes when other stores are closer to home and, in some cases, less expensive? I shop there because it’s fun. I like the experience of helpful staff and tasty food samples that get me to try something new. I feel like I’m being ‘taken care of’ while I’m there.
Why do we stand in line at Starbucks, paying a premium for a product we can make at home for mere pennies? Few of us return to Starbucks for the coffee as much as we return for the total experience of perceived added value. We are willing to pay for a value-unique experience in the form of product or service excellence.