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Published:February 27th, 2011 10:43 EST
5 Tips for Personal Service with a Brilliant Touch

5 Tips for Personal Service with a Brilliant Touch

By Simon Bailey (Mentor/Columnist)

We have often heard that customer service is really common sense. However, brilliant customer service isn`t always common. In fact, as emotional beings we tend to remember uncommon, unique, and unquestionably exquisite experiences that take our breath away. It is these rare occasions that become locked in our minds. This is how word of mouth spreads like a wild fire and a hidden gem becomes an overnight sensation. The brands that come to mind are,, and resort.
Poor, inconsistent, sloppy service also sends a message that we don`t care about you and it really doesn`t matter if you return or not. We have enough business to keep us going. That is the attitude that I sense from some organizations that refuse to shift.
Meanwhile, the hungry, aggressive, take no prisoner types of businesses are investing in their people first and their product second. According to the American Society of Training and Development, an organization that spent $900 per employee on learning and development experienced 57% higher net sales per employee, 37% higher gross profits per employee, and 20% higher ratio in market-to-book values.
Recently, I was in the City of Angels - Los Angeles, CA - speaking at a convention and went to ask a person who worked in the venue a question. He looked me in the eye and said "I don`t know." WOW - what an angelic response. It was already bad, but quickly slid downhill when he said "I am with a third-party company and that is not our job." I made a mental note to not use his company in the future.
Across town at the Beverly Wilshire Hotel, I had the opposite experience. I was finishing a meeting with a prospective client when I ask the waiter for the bill. He said, "Would you like for me to call valet and have your car brought around?" I looked at him stunned, like a deer in the headlights. Now, that`s personal service with a brilliant touch.
A friend was sharing with me that she had done business with a company and when she called to address disappointment with a service outcome, the person who received the complaint passed the buck like a hot potato. The company representative never took ownership of the problem and it became a withdrawal from the emotional bank account of my friend. Subsequently, she has decided to never deal with this company ever again because of one individual who was too busy saving their job, protecting their turf, being a busy body instead of an effective body. Unfortunately for them, my friend has been embraced by the competition who believes "whoever hears the problem, owns the problem."
Personal Service with a Brilliant Touch comes down to these five insights:
People - Hire for attitude, and teach for success. Teaching doesn`t fix what Human Resources doesn`t catch. Create an employee orientation that plants the microchip in the mind of every employee that represents your brand. When I worked at Disney, it was two days of drinking the Disney Kool-Aid, and sniffing the pixie dust. I have been gone from the mouse house for almost ten years, and I still have residue of magic in my veins. 
Product - What problem is your product or service solving? What solution is your product providing to the end-user? Does everyone who needs to know it, "get it" and constantly hear it on a daily basis? According to Harvard, you have to hear something five to seven times before it sticks.
For the other three tips on Personal Service with a Brilliant Touch please click here...