In his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the “core” of a service experience in a fashion that is value-unique, not just value-added. Here he offers some of that practical advice, explaining how a novel service experience can also be one that is profound.
“You make me want to be a better man.” These were the most quoted lines in the hit movie As Good As It Gets. It was Jack Nicholson’s awkward “terms of endearment” directed at his new girlfriend played by Helen Hunt. The words capture the nobility of service—helping customers source their higher self. And in challenging times when so much in customers’ lives pulls them down, kaleidoscope service can help them pursue their best.
There is no such thing as an ugly, plain kaleidoscope. I have one that combines a kaleidoscope with one of those wand-like plastic tubes filled with oil and all manner of sparkly things. When you turn the wand up, and slide it into the kaleidoscope, the falling sparkly looks like fireworks on a holiday night. It is more than colorful; it is a noble rendition of color and charm.
A regular kaleidoscope makes you swoon; the wand version is sparkly at its best and can make a grown man squeal.
How do you reawaken the nobility of service? Model giving your very best to all around you. Show customers what great patience looks like. Service is defined as “giving another person assistance.” That means staying ever-vigilant for opportunities to help. Proactive service is not reactive; it is anticipatory—thinking ahead of the customer’s requirements. It means caretaking—keeping customers out of the weeds and worries of their service encounters.
Nobility is about trust—showing confidence in customers and optimism regarding their fulfilling their end of the service covenant. Trust bolsters self-worth. It empowers. And it communicates a special commitment to the importance of your customers’ contributions to your bottom line. Nobility comes from caring beyond the transaction. Customers feel valued, not when their needs are met, but when their humanity is affirmed in the process.
We live in an era of grey—more pessimism than hope, more worry than joy.
Kaleidoscope service can be the light at the end of dreariness if it targets the customers’ hearts, not just their wallets.
Does your service lift spirits? What can you do to make your customer “want to be a better person?”
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Chip R. Bell is a renowned keynote speaker and the author of several best-selling books. His newest book is Kaleidoscope: Delivering Innovative Service That Sparkles. He can be reached at chipbell.com.