Have you ever heard a voice mail recording so good that you called back twice, just to hear the message? I have.
The Million Dollar Round Table (MDRT) is an international association of top agents in the insurance industry. I called their main office in Chicago after normal business hours. Often that leads a caller to voice mail and many minutes of frustration. Not at the MDRT!
The quality of their voice mail system is so user-friendly, I called back twice just to hear it again. Talk about a simple way to improve customer satisfaction effectively!
The welcome message features a friendly voice with terrific tone and clear articulation. The elegance of technical design is obvious as a logical sequence of menus and options is presented. And a dynamite introductory sentence starts the whole thing rolling:
“This is the Million Dollar Round Table. Our lobby is now closed. Regular lobby hours are 8:30 a.m. – 5:00 p.m., Central Standard Time. Our 24-hour fax number is 847-518-0696. You now have two options. Option one is…’
What a great idea! Call a voice mail halfway around the world, and find yourself being cared for at “the Lobby”! A terrific perception point. A magnificent moment of truth. An excellent way to improve customer satisfaction without a huge investment. Sometimes it really is the little things that leave the strongest impression.
Key Learning Point To Improve Customer Satisfaction
Customers interact with your organization at many different points and places. Each is an opportunity to impress, surprise and delight. No detail should be too small to receive your full and creative attention to improve customer satisfaction.
Action Steps To Improve Customer Satisfaction
Find a small area where customers interact with your business. Polish it, fine-tune it, improve it until it shines to improve customer satisfaction. (One gas station did this by putting fresh flowers in the restroom every day. What will you do?)
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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” book and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit www.RonKaufman.com.
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