One of the best compliments you can get is fabulous feedback or a glowing testimonial from a customer or client – without even asking for it. Does that mean you’ve delivered remarkable service? Most certainly, according to author and management company founder Mike Mack.
As Mack explains in a podcast interview (start at 7 minute mark), remarkable service is simply service that’s so good your customers remark upon it. While plenty of folks are prone to hit the social media arena remarking on extraordinarily bad service, Mack focuses on key points that can make your service extraordinarily good.
His plan of action is really not that tough – but it does require constant diligence. And here’s what remarkable customer service would look like in the voice-over industry.
Process and People
While Mack pointed out that customer service has many moving parts, there are two main areas upon which companies can focus their improvements. One is with the process; the other is with the people.
Process
Process refers to fulfilling orders, delivering goods or otherwise providing the customer with what they were promised and paid for. In the voice-over industry, the process would include things like providing an initial quote, gathering information needed to perform the work, and then delivering the final recording by deadline.
Sounds simple, but a lot can go wrong between the first step and the final recording if the voice-over talent doesn’t have his or her process streamlined for efficiency. I’ve spent years honing my process, making sure I ask all the right questions, know exactly what a client wants, and schedule my jobs with enough wiggle room for unforeseen happenings or last-minute needs.
Not everyone may do that, which can result in any number of hiccups for any number reasons, even those that are not your fault. No matter how noble your intentions, they don’t mean anything if you don’t deliver on them.
People
Dealing with people includes everything from responding to initial inquiries to effectively handling complaints and other interactions that require skillful interactions with others.
When all is well and customers are happy, it’s easy to be on target with your people skills. But when a customer is unhappy with their final product, things can get a bit trickier. There have been times when I’ve delivered a final recording, following the exact parameters a client outlined, but then they ended up wanting a myriad of changes that went above and beyond their initial project specs.
What then?
If I was at fault for the error, it’s a no-brainer for me to correct it as quickly as possible to make things right. But if the error is on the customer’s end, well, I still correct it as quickly as possible to make things right.
This is not to say I may not charge for the revisions or additional work I incur due to client error, but I will always communicate openly, honestly and directly with the client to ensure they are on the same page with the proposed solution. I don’t move forward if they’re not. And I never make assumptions that they will be. I need their confirmation.
I also make sure all communication is done with courtesy, kindness and understanding. It’s imperative clients know I’m not only listening to their input, but truly hearing what they have to say.
Little Things and Loyalty
Another important aspect of customer service is how big the little things can be. Little things refer to the smaller details of any customer interaction, such as making sure a restaurant patron gets a straw with their drink or an extra napkin if they ask for one.
While you may not storm out of a restaurant if you don’t get a straw or extra napkin, failing to pay attention to small details can erode the feel-good vibes customers have about your business.
In the voice-over industry, small things can be as simple as a prompt reply to emails and phone calls, offering a complimentary custom audition for prospective clients, and using a phone patch so clients can provide real-time feedback during the recording session.
Could voice-over clients live without these things? Sure, the same way most people could live without a straw or extra napkin. But I don’t just want to get the job done. I want to ensure my clients have, as Mack would say, remarkable service.
When done right and done consistently, the little things are what really add up to that remarkable service. And remarkable service, in turn, adds up to customer loyalty.
Mack’s book “Remarkable Service” goes into greater detail on the importance and nuances of customer service, which serves of the foundation of any business designed to thrive.
Remarkable Voice-Over Service
As you may know, my business tagline is “More than just lip service,” so providing remarkable customer service to my voice-over clients has been on the top of my list for many years. In a time now when there are so many voice-over talents out there, I find that service is what can often most powerfully differentiate me from the competition.
To read about the nuts and bolts of what I provide as part of my remarkable voice-over service, please check out my Top Ten Reasons to Hire Debbie list. Then contact me for a free quote or custom audition and give me a chance to be remarkable!
A couple of months ago, I was doing some birthday shopping for my son at the local ToysRUs Store. While we were standing near the checkout counter, I noticed an end cap with a variety of kids’ toys that had formerly only been sold on TV, but were now making their way into the retail market.
