Service with a HUG
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What is Service with a HUG?
Here’s how I answer that question in the book: Carol runs her own small business. It’s a gift shop in Scotland. She said ‘One of my customers told me that when they visit the shop, they feel as if they’ve been hugged’. I’m talking about creating a feeling – a feeling that keeps customers coming back – an interaction that leaves them feeling better… When I asked Carol to describe how she achieves that feeling, she thought long and hard and in a seemingly intuitive way just said ‘it’s different for every customer’. I wasn’t satisfied. I wanted examples. I drilled down. Eventually, I discovered that she connects with her customers by giving them a warm welcome by simply asking them how they are today (and really meaning it). Rocket science? I think not. Powerful? Incredibly so.
What do people say about Service with a HUG?
Plenty of really useful and simply explained tips on how to best handle customers - the lifeblood of any business. Chapters are concise, invite the reader to make notes or reflect and conclude with a summary of top tips. Ideally read in order, though once done you could dip in and out anywhere as a refresher. Most useful for those who physically face customers or who speak to them on the phone, since body language and tonality of voice is discussed a lot. Having said this, the tips are totally relevant for those dealing online with clients - where we are wholly reliant on the written word and how the reader interprets it. My top tip for what it's worth: always re-read a note to a customer before pressing 'send' and if it's been a tricky note to write, perhaps addressing a complaint, write it, leave it and re-visit it afresh a few hours later. Better still get someone else to read it too. Well done Andy on a useful addition to the business bookshelf :-)"