The 1% Rule is simple. Improve your customer service one percent at a time. In order to do this you must have your consistency or it will never work. The 1% may seem small, but these baby steps will become giant leaps over time. Remember, that it’s not a sprint, it’s a marathon.
If you are trying to do too much at one time you will set yourself up for failure. But if you can improve just 1% each week, think of the confidence you and your employees will have. By the end of a year, you’ll have improved more than 50%!
While, rules and standards are necessary for growth, you should always be flexible with your best customers. For example, most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but that also restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers and consistency is the key to how you deliver it.
The bottom line is that your customers rely on you to deliver what you promise. If you spend too much money and effort on bulky advertising that promises more than you can deliver, then even your best intentions will unravel quickly and you will fail.
Focus on your vision and baby steps to turn your satisfied customers into Raving Fans.
I hope you’ve learned a lot about good customer service and how it’s essential to your overall success. If you need help with any of these steps we’ve gone through over the last four lessons please contact us at REVVD and get access to some of the best resources, tools and consultants available.