This podcast segment features a conversation with Gary, a business advisor, discussing the nuances of customer service. He emphasises the importance of exceeding customer expectations consistently to maintain loyalty and satisfaction.

🔍 Key Points Discussed:
Defining Good Customer Service: Gary defines good customer service as meeting customer expectations plus an additional 5%. He stresses the importance of understanding what your best customers expect and consistently delivering a little more.

The Risks of Inconsistency: Using a personal anecdote about a haircut experience, Gary illustrates how inconsistency in service can lead to customer disappointment, even if the quality of the actual product (the haircut) remains high.

Understanding Customer Expectations: He advises on the importance of conducting thorough research to identify who your best customers are and precisely what they expect from your service.

Strategic Service Delivery: Gary discusses the strategy of “under-promising and over-delivering” but cautions against setting unsustainable expectations that may lead to inconsistency in the future.

Long-term Customer Relationships: The conversation highlights how consistent, slightly above-expectation service can foster long-term loyalty and prevent the negative impacts of fluctuating service levels.