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Excerpts from the First Four of
Santa's Rules for Customer Service

Rule No. 1

ALWAYS exceed the child's expectations

Children already have high expectations, don't disappoint them, provide more than they expect.

What are your customer's expectations and how can you exceed them?

Rule No. 2

If your procedures do not meet the child's needs, change your procedures

Which is more important — upsetting the elves' procedures or meeting the child's needs?

Do you know if your procedures are upsetting or turning away any of your customers? What can you do about it?

Rule No. 3

Good customer service elves are made, not born

Train, train, train and then train some more.

Do you actually train your staff on how to serve a customer? Do you keep on training or is once enough?

Rule No. 4

Be positive

Don't react to a child or parent's negative comment, respond with something positive.

"Thank you for being so patient" is better than "I'm sorry you had to wait so long."

 

To learn how to apply these and all the other rules
 in your business, please contact
John Chilson
720-545-7666
john@chilson.info

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John M. Chilson
All Rights Reserved

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