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
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Jon Isaacson has a monthly feature column with Restoration & Remediation (R&R) Magazine titled The Intentional Restorer