The Secret to Great Service

Posted: June 26, 2012

A couple months ago, I spoke with Susie Lupert, the new executive director of ACA, New York and New Jersey, about the importance of customer service. Although customer service may be seen as traditional business nomenclature, the concept is just as critical (if not more so) for associations. A few weeks after our conversation, Susie sent me Zingerman’s Guide to Giving Great Service, by Ari Weinzweig.

As I have always loved things in threes, I was immediately drawn to a three-step recipe. (Yes, life should be so easy.)

  1. Figure out what your customer wants.
  2. Get it for them accurately, politely, and enthusiastically.
  3. Go the extra mile for the customer.

Certainly, we can all strive to accomplish those recommended steps to great customer service.  Can you?