The How of Business - How to start, run & grow a small business. cover image

The How of Business - How to start, run & grow a small business.

14: Remarkable Customer Service with Henry Lopez & David Begin

May 30, 2016
Henry Lopez and David Begin discuss delivering remarkable customer service in small businesses, emphasizing the importance of exceeding expectations, creating memorable experiences, and building a strong company culture. They explore hiring for personality over skills, the role of listening to staff and customers, and developing a culture of remarkable customer service through empowerment and active listening.
48:35

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Quick takeaways

  • Remarkable customer service is about surprising and delighting customers, exceeding expectations, and creating memorable experiences.
  • Consistency in delivering remarkable customer service starts at the top with a customer-centric culture, supported by systems, training, and listening to both customers and staff.

Deep dives

Providing Remarkable Customer Service

Remarkable customer service is defined as delivering experiences worth talking about and sharing, where customers remark on the outstanding service or product. Remarkable service is about surprising and delighting customers, exceeding their expectations and creating memorable experiences. Companies like Waterburger and Disney World exemplify remarkable customer service by offering unique and exceptional interactions that leave a lasting impression. It is essential for businesses to consistently deliver remarkable service to stand out and encourage customers to share their positive experiences.

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