Excellent service is what customers want. They are more likely to move on to another company that provides great experiences than they are to stay with a company where they have had even one bad experience. Even when prices are lower elsewhere on goods or services, most people will stick with a company with good customer-oriented, quality service.
Robert D. Sollars spent nearly 35 years breaking the rules of customer service. Much of his time was spent working in the field of security. He taught his security teams how to handle any type of crisis, but in the process, he also developed amazing customers service skills in the men and women he worked with. He wasn’t always popular with his bosses. They felt security guards should be seen but not heard. Robert knew security staff could and should play an important part of the customer experience at every company he worked with. He asked his teams to greet people at the door, to ask if they needed guidance to a specific part of the building, walked them there if necessary and so much more. Those simple steps and that first impression made customers feel welcome, not ignored, and often set the tone for their future dealings with other employees in the company. Then he created great internal customer service programs between his team and with other departments in the company.