The season ticket account holder has an issue, but he’s not too concerned about it: I’m going to call my guy, and he’ll take care of it.
The patient is confused about their bill. The family member says: I know someone who can help.
The husband discovers a problem in the home that needs a repair. The wife says: Don’t worry about it. I know exactly who to call.
The issues don’t appear to be burdens for these customers. The reason why they’re not viewed as major concerns is that the customer knows someone. The person they know may not be their best friend or their buddy or close relative. But the point is, there has been enough rapport established and trust built up that when an issue occurs, anxiety doesn’t have to arise.
The companies who employ these trusted staff have their standardized processes. They have their best practices. They have their training. But they realize that when issues arise or decisions are made, a customer knowing someone in a company or having that personal rapport means more than having a simple online process to submit an issue ticket. Knowing somebody means more than having a memorable toll-free number. Going beyond the technical aspects of service to personalize service means more than being able to text an issue to a help desk.
Businesses often believe it shouldn’t matter who the customer knows in the company. Processes and systems should be so standardized that anybody can help to the same level. There’s a lot of truth in that concept.
But if we view service experiences from the customer’s perspective, we realize that having that name or that phone number or that e-mail address of that actual specific person creates trust and comfort. And where trust and comfort exist, customer retention and growth can thrive.
Foster the personal customer connection.