Providing great business service: Put the ‘extra’ in extraordinary


By Dawn Kaiser
The Village Business Institute 

When is the last time you were wowed by a customer service experience? For many of us the answers might be “I can’t remember the last time” or “I have never experienced that.” In our world today, our true competitive advantage is how we treat our customers. That is why it is extremely important that we provide not just ordinary customer service but extraordinary customer service. As someone once said, “if you don’t take care of your customers, somebody else is waiting, ready and willing to do it.”

The difference between ordinary service and extraordinary service really comes down to the five additional letters, “e.x.t.r.a.” Ask yourself how can you do extra for your customers? Author and speaker Barbara Glanz challenges us to “put our personal signatures on the job.” It is the little extra touches that matter, like when my car rental place has my car warmed up and running for me especially during our cold winters. Or the place you bank at offers you fresh baked cookies. Or when you walk into a place and they call you by name. (Of course it needs to be the right name.) Think about how you could surprise and delight your customers and then begin to try your ideas out and watch the reactions you get from your customers.

Another thing you can do to add “extra” to your service is to work from the heart. Have you ever visited a restaurant and you could immediately tell if your waiter or waitress really wants to provide you with service? I know I can. Well, your customers are no different. They can tell if your heart is in it. Stop looking at your job as a title or job description, and, instead, focus on how you make a difference in someone’s life. How can you make your customers feel special? How can you make their lives a little better today? It might be through a simple smile, talk in positive tones and words, asking a question to get to know your customers more.

It is important to realize that “We do not remember days. We remember moments in our lives.” Determine that each day you are going to wow your customers and provide that little extra that is going to leave a memory with them that they can’t wait to tell the whole world about. Please feel free to share in the comments section of this blog some examples of extraordinary service you have experienced. I would love to hear your stories.


VBI corporate trainer Dawn Kaiser

Author Bio
As an Employee Assistance Program (EAP) Trainer with The Village Business Institute, Dawn Kaiser lives her passion–to energize, encourage and equip others to live their strongest lives now. She is a motivational speaker, writer, teacher, and positive-thinker extraordinaire. She draws on more than 12 years of experience in the Human Resource/Organizational Development field, a Bachelors of Business Administration from the University of MN Duluth and a Masters of Education from the University of Illinois, Urbana-Champaign. She is also a certified HR Professional and a life-long learner.

Dawn is available to speak nationwide. For more info, visit Dawn’s website.>

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