Do You Know the "A Bit More" Principles of Exceptional Customer Service? (Part 2 of 3)

In Part 1, we discussed exceptional customer service, plus “A Bit More.”

We defined a customer as anyone with whom we have a relationship (paying customer, family, neighbour).

We met Master Electrician, Brent, who provides exceptional customer service, plus “A Bit More.” He treats his customers with dignity, asks questions, listens, explains what he will do, and then does what he said he would.

Since reading that article, how are you doing with the “A Bit More” dignity hints?


Let’s look at the “A Bit More” principles of asking and listening.

Asking questions is the only way we can truly find out what our customer wants. We are indicating that we care about our customer, and have a desire to help.


Why don’t we ask more questions?

Possibly because we assume we already know. To assume we know? Uncle Jack says, “Break that word into its parts. To assume makes an ass out of u and me.”

There is far more to asking than simply saying the words. Research shows that a small percentage of communication occurs through the words. The largest part of communication occurs through tone-of-voice and body-language.

In his book, “Wherever You Go, There You Are,” Dr. Kabat-Zinn explains how intern doctors are trained to complete their doctor-patient interviews by asking, “Is there anything else you’d like to tell me?” In most cases, when the question is being asked, these interns are shaking their heads side-to-side, giving the body-language message, “No. You don’t have anything else to say. And if you do, I don’t want to hear it.”


Asking can be uncomfortable. Why?

If we ask, we are opening the door to who-knows-what. Our customer may dish out information, requests, feelings, and perceptions that we may not want, or know how to handle. It can be intimidating and scary.

When in that uncomfortable and vulnerable position of feeling intimidated or scared, we become defensive and angry, or reclusive and small. Does effective communication happen then? Not likely.