The $6,000 Egg: Part 1

Happy October! I can already see the costumes and taste the candy…how many days until Christmas now? This month will focus on the Customer Service experience. To kick it off, we are going to read and analyze: The $6,000 Egg by Debb and Todd Duncan. This week we will go over tips 1-5 out of 10 and next week we will go over 6-10.

The $6,000 Egg – The 10 New Golden Rules of Customer Service – by Deb and Todd Duncan

“The Company that knows how to Acquire, Optimize, and Retain a customer the best gets paid the most, Period!” Customers are lost as a results of an unsolved service breakdown, and they will share their story with everyone.

Say you order drinks, appetizers, and want an egg on your cheese burger but the restaurant won’t do it due to not ordering enough eggs to spare any. But you spend $6,000 annually there, at least, so the restaurant offers to pay your tab, what makes more fiscal sense?

A)      Throw away a 50 Cent waffle, give the customer a $2 egg

B)      Refuse to give the egg, pay their $75 tab, and possibly lose the customer?

Something is wrong with the service culture, if a simple request is impossible. Here is a game changer, Take the above scenario and have the restaurant go with option A, we would have a completely different story to tell.

How would you like to be treated? More Customer service, more, more!

Golden Rule in Action: If the customer comes first, there is a good chance the customer will come back.

The 10 New Golden Rules of Customer Service:

Golden Rule #1: Go Beyond, and Beyond, and Beyond: When you think you have done enough, do more! When you think you are done, go a bit further.

Golden Rule in Action: The most effective and inexpensive advertising is a happy customer who tells the world about you, your products, and your company.

Golden Rule #2: Delight the customer every step of the way: In what ways can you make your customers’ experiences more gratifying and delightful?

Golden Rule in Action: If you want business to get better for you, you have to get better at business.

Golden Rule #3: Make the milestones magical and memorable: Communicate consistently in very special ways, and your clients will love you forever:

1.       Birthday Call to Wife/Husband

2.       Wedding Anniversary

3.       Follow Up call after service appointment

4.       Previews of upcoming product you would like

5.       New Year’s Card

6.       Appointment Reminders

7.       Confirmation call prior to appointment

Golden Rule in Action: If you want your customers for life, you need to talk to them during their lives.

Golden Rule #4: Serve: Overpromise and then overdeliver

Golden Rule in Action: Most people will use your service once. The key is to get them to use your service forever.

Golden Rule #5: Use over the top communication to WOW the customer: When there are multiple departments in an organization, how they communicate with one another can create a moment of magic for the customer. What can you do to make every handoff flawless and super memorable?

Golden Rule in Action: The law of encore:  the greater the performance, the louder the applause.

I am really enjoying this quick and inspiring read, and I highly suggest getting your own copy to read and have your team read. Next week is finishing the rules with rules 6-10. See you next week!


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