In our Strategies for Success seminar we really push “putting on the Customer’s Eyeglasses”. Whether you are the owner, telephone receptionist or the Technician out there in the field, you must see yourself and your company from the customer’s perspective. There are endless opportunities to implement the guiding principle of looking at yourself with the eyes of the customer. Some of my favorite tools to show the customer that I am aware of her “unspoken concerns” are booties, wall buddies and a door guard for cold or hot weather. However, the following technique takes the cake for pushing “Customer Eyeglasses” to an impressive new level of sophistication.
During your final inspection of a fire restoration with the home owner put on a pair of white gloves. This shows you restored her possessions to a high level of detail and that you take pride in what you do.
When I put on my white gloves I would include a bit of self-deprecating humor with the customer as in, “This is just how sure I am that there is no smoke residue left in your home. Sioux will kill me if I bring home another ruined pair of white gloves!”
P.S. Some might say that white gloves are a little hokey, but please explain to me what is wrong with”hokey”? Especially at this point in an extended restoration job and IF you have backed up your performance with sincerity and great work? Comments anyone?