Revolve your world around the customer and more customers will revolve around you. ~Heather Williams
There are 6 levels of customer service:
- Poor
- Service Recovery
- Neutral
- Good
- Excellent
- The X Factor
Let’s talk about Levels 5 and 6.
As consumers, when an employee does their job well, we typically consider that excellent and exceptional. The Experience Factor says, “Raise your standards!”
Excellent service is a bit rare, like spotting a Northern Hairy-Nosed Wombat. It occurs when you, the customer, experience a level of service that is not only exceptional, it’s unexpected, welcomed and memorable.
The X Factor is when a business or employee delivers a level of service that leaves the consumer in awe. The X Factor is when a business or employee makes a conscious effort to exceed your expectations, provide a personalized experience and excel at every touch point. It’s about a 1% difference between excellent and X Factor. It’s an employee mindset: always looking for ways to take it up a notch, to make the difference. The X Factor is the rarest of service experiences.
Ask our clients: we are educated consumers who have high standards. It’s our job to educate our clients in order to take their service to the X Factor level (that’s level 6! I haven’t even achieved that level with Angry Birds!).
When was the last time you experienced X Factor service? Was it really the X Factor, or was it just a “given”? Throw some examples at us! And what about your business…do you have the X Factor? We will give you our opinion. And remember, we can agree to disagree, as long as you know we’re right!
