Comfort may not be a recipe for advancement as an organization but it holds keys to engaging customer service.
The magical combination of folding laundry and thinking about sweat pants produced a certain epiphany – trendy changes but comfort does not. Why have sweat pants been around so long, even as distasteful as they are? Because they are comfortable.
Trendy competitors to the sweat pant have included: Hammer pants, leotards, running pants, capris, yoga pants, etc. Many have also tried in various ways to make them more trendy, but the basic sweat pant will likely always be around.
This evolutionary concept of comfort is observable in business as well and serves as an enlightening perspective when dealing with customers. As a general audience there are factors that will make most customers comfortable, these should serve as the core truths that we seek to understand with clarity so that we can implement with consistency. Comfort, or resistance reduction, should serve as a core component of our customer service efforts.
It is important to be aware of the current (and ever evolving) trends that may affect customer expectations, but items such as ease of use will always be a high value. Some things do not change and mastering those are key.
Clarify each of your customers expectations and take note of what will create a foundation of comfort as well as those unique details that will take your customer service experience into the five star realm – it may be as simple as printing “juicy” on an old pair of sweat pants.
Originally posted at dyojo.wordpress.com
We see the commercials where the individuals on screen are reported to be "real people," and surprisingly enough all real people in commercials are very complimentary of the product that they are really learning about and all of their responses are totally real? Take a peek at this commercial from Zebra Corner that is embedded in our article.
"What is initial quality? Initially it's ok and then it's a piece of crap? Is that what you're saying here?" The commercial spoof both puts so many common practices on blast - the concept of ambiguous rewards that sound good, the sheep staring at a new gate positive responses to the message and method of revelation in commercials with real people and the lack of reality in the whole presentation. What is a reward for "initial quality"? As questioned by our protagonist, "Did you rent this whole building just to show off all the cars that you didn't sell?" There is so much that is funny about this commercial but much of the humor comes from someone simply asking the questions that we all are or should be asking. If your business is convincing people that you are the best, there may be an issue with your service or product. Billionaire owner of the Dallas Mavericks and gritty entrepreneur Mark Cuban writes in his e-book How To Win, "Rather than trying to convince people you are the best, let the quality of your work do the talking." Your messages should come from your vision and be an extension of your values, the most effective marketing or branding messages flow from who you are as an organization because they are authentic and will be supported throughout a client's interaction with your business. Too much time is spent on relevance that companies fail to just be relevant (read more about this HERE).
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Jon Isaacson, The Intentional Restorer, is a contractor, author, and host of The DYOJO Podcast. The goal of The DYOJO is to help growth-minded restoration professionals shorten their DANG learning curve for personal and professional development. You can watch The DYOJO Podcast on YouTube on Thursdays or listen on your favorite podcast platform.