What are the keys to excellent customer service?
Every business is retail. There’s a customer who’s buying a product or service, and they can buy it a lot of different places. The customer literally has zero obligation to come back to you. You have to have done a good enough job that they will come back to you. Years ago, we had a competitor who took over the nicest facility in the airport, and they were owned by people with more resources than I’ll ever have available. I remember asking my father, ‘How do you compete with somebody who probably doesn’t have to make money?’ He said, ‘You can’t. What you have to do is do what you do the best way that you know how, and that’s all you can do.’ We get them to come back by doing what we do the best way we know how. Set standards for each and every task you have and constantly strive to exceed those standards. Trial and error plays a huge part in developing customer service procedures and initiatives, and then staying with what has proven to work. Q. How do you communicate customer service
