I recently returned from a wonderful 10-day trip to Japan
visiting my youngest daughter, Amie, who is teaching English in Kashiwa—the
sister city of my hometown, Torrance.
This was my third trip to Japan, and
one again I was reminded that the Japanese have mastered a “comprehensive
service culture.”
As a guest, whether it be at a hotel, a
restaurant, a store or on a train, you are treated with the utmost courtesy and
consideration.
Eat at most any restaurant, and you
will be amazed at the service—with a smile—and with no tipping! That’s right.
There is no tipping in Japan.
Simply put, the service culture in
Japan seems to almost always “over-deliver.”
Sadly, that’s not the case for many services provided in the U.S.
The executive director and general
manager the Palace Hotel Tokyo says it’s hospitality that’s “extended with the
utmost sincerity, grace and respect.”
The question is, what lessons can we
learn in servicing our own customers (or my case, my own clients)?
How can we better serve them and even
over-deliver what we promise? How can we
train our staffs to treat every call, email or contact with a customer with the
highest degree of sincerity, service and respect? How can you make your customers feel valued
and appreciated?
Here are a few ideas:
1)
Give your
best customers an automatic credit in their account for future purchases. I just got one of these, and it felt great to
be appreciated. I used the credit to
make another purchase.
2)
Email
them a valuable special report at no cost.
3)
Offer a
choice of additional premiums or gifts when they order.
4)
Take care
of any problem quickly, and offer something of value to make up for any ill
will.
5)
Invite
them to a special event or “webinar” because of their continued patronage.
6)
Get input
from them on what new products or services they want or need—and reward them
for their participation.
7)
Remember:
service, service and service—with a smile.
For
more on the incredible service and hospitality in Japan, read: http://www.wsj.com/articles/SB10001424052702303456104579489824193262260
