Fine is a four letter word
Written by Shirley Lichti, August 2012
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"Fine" is a four-letter word. How many times has a waiter asked you if you were enjoying your meal and you answered with, "It's fine"? We often give a positive response even when things are not great. Our upbringing teaches us not to complain. So unless something is dreadfully wrong, we accept it. Sometimes it's a hassle to do otherwise and few of us want to be a bother.
Most men have learned from experience that if they ask a woman a question and she answers with "Fine", nothing could be further from the truth. Fine is code for "Things are not okay and you are an oaf for not knowing it."
In business when you hear a response of Fine, it's time to get worried. Your relationship with your customer is in trouble. People don't build long-lasting emotional attachments, develop loyalty, or rave about a company, product or service that is fine.
What's wrong with fine? After all, these customers aren't spreading negative word-of-mouth. True, but let's face it, when your customers tell people that a restaurant/hair salon/gym/whatever, is fine they are not exactly giving it a ringing endorsement. Would you patronize a company that was fine?
A response of "Fine" is tantamount to "badvertising." And while you may argue that fine is not so bad, it's probably not bringing you new or repeat business. Which is exactly why it's imperative to change it, to strive for the WOW factor.
Excellent customer service is the key to changing Fine to WOW. Industry experts agree that excellent customer service gets talked about helping spread your reputation through positive word-of-mouth.
Achieving the WOW factor isn't easy. Magic formulas for excellent customer service do not exist. Companies with the WOW factor recognize that service is a daily commitment. It only happens when you get it right every day - day in, day out. Achieving the WOW factor isn't easy. Magic formulas for excellent customer service do not exist. Companies with the WOW factor recognize that service is a daily commitment. It only happens when you get it right every day - day in, day out.
Here is some food for thought to start your journey to WOW service.
Ask customers what they want - Rather than studying other firms, talk to your customers first. Ask them what good service means to them. Listen to what your customers tell you. Make changes based on what you hear to provide better service and accommodate their needs.
Go above and beyond - When it comes to WOW customer service, always be prepared to go the extra mile. "Underpromise and overdeliver" should be your mantra for success.
Encourage complaints - Not getting complaints is bad for business. Only four per cent of customers take the time to tell you about problems. The rest just grumble, go away and stop doing business with you. You can't stop customers from defecting if you never hear about their problems. Encourage customers to tell you what you're doing wrong. Ask for feedback at every customer contact.
But perhaps most importantly, make sure everyone in your company understands that "Fine" is a four-letter word.
Most men have learned from experience that if they ask a woman a question and she answers with "Fine", nothing could be further from the truth. Fine is code for "Things are not okay and you are an oaf for not knowing it."
In business when you hear a response of Fine, it's time to get worried. Your relationship with your customer is in trouble. People don't build long-lasting emotional attachments, develop loyalty, or rave about a company, product or service that is fine.
What's wrong with fine? After all, these customers aren't spreading negative word-of-mouth. True, but let's face it, when your customers tell people that a restaurant/hair salon/gym/whatever, is fine they are not exactly giving it a ringing endorsement. Would you patronize a company that was fine?
A response of "Fine" is tantamount to "badvertising." And while you may argue that fine is not so bad, it's probably not bringing you new or repeat business. Which is exactly why it's imperative to change it, to strive for the WOW factor.
Excellent customer service is the key to changing Fine to WOW. Industry experts agree that excellent customer service gets talked about helping spread your reputation through positive word-of-mouth.
Achieving the WOW factor isn't easy. Magic formulas for excellent customer service do not exist. Companies with the WOW factor recognize that service is a daily commitment. It only happens when you get it right every day - day in, day out. Achieving the WOW factor isn't easy. Magic formulas for excellent customer service do not exist. Companies with the WOW factor recognize that service is a daily commitment. It only happens when you get it right every day - day in, day out.
Here is some food for thought to start your journey to WOW service.
Ask customers what they want - Rather than studying other firms, talk to your customers first. Ask them what good service means to them. Listen to what your customers tell you. Make changes based on what you hear to provide better service and accommodate their needs.
Go above and beyond - When it comes to WOW customer service, always be prepared to go the extra mile. "Underpromise and overdeliver" should be your mantra for success.
Encourage complaints - Not getting complaints is bad for business. Only four per cent of customers take the time to tell you about problems. The rest just grumble, go away and stop doing business with you. You can't stop customers from defecting if you never hear about their problems. Encourage customers to tell you what you're doing wrong. Ask for feedback at every customer contact.
But perhaps most importantly, make sure everyone in your company understands that "Fine" is a four-letter word.
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