Customer service, it seems like a strange word to use with coaching. We all understand the term when it is used in a retail setting, such as Starbucks. After all would anyone in their right mind really pay $2.60 for a decaf quad espresso com pana? We are willing to pay this only because of the ambience, the service and the show. The ambience is all about the setting, from the art on the wall to the welcoming computer station, to the companionship of other like souls willing to pay this amount and stand in line to do so. The service is always quick, friendly and they probably even know your name and drink if you are a regular. Let’s not forget the show! The baristas shout out the drinks and make jokes with the customers. The person taking your money offers you today’s taster. It all adds up to a fun experience. Remember the line from the TV show Cheers, “Where they always know your name”. It is all about feeling like you belong and are welcomed.
I saw some statistics recently that said that 14% of customers leave because they are dissatisfied with the product or service, but 68% leave because they were treated poorly. We are always working on improving our service, coaching, but when was the last time you looked are how you treat your customers? Does your coaching practice offer the world’s best customer service? What is the ambience that you are offering to your phone coaching clients? Is it all business and watching the clock to make sure you get off the line for the next call? Or does it start out with some personal comments that make the client feel like you care about them and could not wait to continue the discussion started on the last call? Do your clients dread the call because of your obsession about accountability or do they look forward to this call as the one time that someone is really listening and cares about their issues?
How about service? Do you go the extra mile and give them something unexpected? Do you ever contact them in between scheduled calls even if just by e-mail to offer encouragement on those issues they are working to accomplish? Have you sent them a book that relates to their issues? How willing are you to accommodate their schedule by either going over the time allowed because what is being discussed is just too important to put off for next week or by rescheduling at the last minute to another day due to their schedule?
What kink of show are you offering? Life is sometimes just too serious. Do you offer that breakthrough not only in perspective but in light hearted encouragement? We are all busy, but there are people that we always have time for just because we enjoy their company. Are you that kind of person for your clients?
Great customer service starts with a clear vision of the experience that you want your customers to have in their relationship with you. Notice the word “relationship” instead of business agreement! This is what it is all about; creating a relationship that builds on the service that you provide. Even great coaches lose customers because they did not connect; it is not just about the coffee! Fill your practice with raving fans that can’t wait to tell others about the extra step that you went to with them. What do you do for their birthday or the anniversary of your coaching relationship? Customer service is not a profit center it is a marketing expense, spend the time and money on it and your practice will grow.
Doug Gfeller, MCC
President, ICF-Orange County Chapter |
