Have you ever been to an upscale restaurant or nice hotel where the employees seemed to say the right words at the right time? It wasn’t by accident. Disney, Apple Computer, and the Ritz Carlton are known throughout the world for their exceptional customer service. Countless best-selling business books have dissected every nature of these companies. What about Costco and Harley Davidson. Did you know they also enjoy over 95% customer satisfaction ratings?
Just like getting a 95% on your high school algebra exam didn’t happen by mistake, these companies provide outstanding results through precise effort and attention to detail. It all starts with a solid training program, followed up with accountability and motivation to (as we tell our employees) “get in the relationship business.” Disney isn’t just selling tickets to rides. Apple isn’t just selling computers and Harley Davidson isn’t just selling transportation. Disney provides memorable experiences, Apple sells the tools to “change the world”, and Harley Davidson sells freedom and the unforgettable sound only a Hog can make as it races down the highway.
I shared with our team a wonderful recommendation by one of our parents. It was another in a long list of “rave reviews” of the staff on our team. Do you think this parent knows we sell more than just braces in our office? I’m humbled and honored to say I do.