The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts. Today’s post is no different. So, what can the Mandalorian teach you about your customer service?
The Mandalorian is a unique individual with certain habits, mannerisms, and repeated actions. This is no different from the way many of your employees probably act. That can be good or bad. First, let’s look at some of the bad habits of the spaceman.
>>> The Bad
A Stoic Personality is Not Good for Business
Great service usually comes with an animated personality that shines through the steps of service. The overall experience given is what’s remembered and creates repeat customers. And a big smile, warm welcoming words, and hand gestures are a part of this experience. But the Mandalorian is stoic, reserved, emotionless, and speaks in a monotone voice. One can even say he’s cold and uncaring. Is that the “face” your team puts forward?
Have you ever been served by someone who acts like they’d rather be anywhere else than serving you? We’ve all had that happen at times. It’s a terrible feeling. You, the cash-paying customer is made to feel like a burden or that you interrupted the worker’s precious time. The only precious time is the customer’s time.
Customers need to feel welcomed and that you’re happy to see them. Emotions and the style of speech used is the best way to connect with the customer and to engage in a meaningful conversation. Here are some easy-to-use tips.
- Vary the pitch of your voice
- Smile when speaking
- Don’t use slang or industry jargon
- Look directly at your customer
- Ask questions designed to gather information
We Cannot See His Eyes
Speaking of looking directly at your customer, the best way to connect with your customer is to look at them when you’re speaking. But the Mandalorian always wears his helmet which covers his entire face and eyes. This makes it impossible to use this tactic to “connect”.
Some service reps – think hotel front desk clerks – never seem to look up from their computer screen during the check-in process. They focus more on the input of information than they do making you feel welcome.
Sure, the Mandalorian removed his helmet once or twice and we did get to see his face but that was the exception, not the rule.
Service employees should never have their eyes covered or wear a hat or have a style of hair that covers their eyes. When asking a question, you should look back up from the computer screen and refocus on your customer. Once you ask the question, you can then get back to the screen.
Muffled Speech Makes It Hard to Understand
Some may say the Mandalorian speaks in muffled tones and is difficult to hear. Have you ever had a situation where your service provider speaks softly, making it difficult to hear or speaks so quickly that you miss half the conversation? Again, we’ve all been there at times.
Great service providers speak clearly, pronounce their words and place emphasis on what is important to the customer. And they do it in a way that’s easy to understand.
No matter how wise you may be or how much product knowledge you may have, if your customer can’t understand you, you do them no good.
But there are a few practices of the Mandalorian that are great for customer service and should be emulated by all team members.
>>> The Good
The Mandalorian is Always Willing to Help Others
If you’re a regular viewer of the show, you’ll remember that his stated task is to return “The Child” to his home planet. During his travels and when trying to locate people who can give him direction, he always seems to get talked into helping one group after another with their problems, whether it’s outlaws or a giant monster – even though it always puts his own life in danger.
Great customer service can only be given by employees who want to help others. They have a servant mindset and look out for the customer’s best interest. Their first reaction is to assist and not to deflect because the most important thing is the customer. Plus, great companies create policies and procedures that allow for this to happen.
He’s Good at His Job
The Mandalorian is an excellent fighter, has a sharp shooter’s eye, and possesses some of the coolest weapons in the galaxy. He’s ready for action and can take on all comers.
How excellent are your employees? Do they possess the needed skills and product knowledge to serve your customers? Are they empowered to find solutions without having to always hand-off the customer to another employee? Do you offer regular training and updates on the latest industry standards and technologies? I hope so.
The Mandalorian program is shown exclusively on the Disney Channel. If you want to watch this hit show you must turn to that channel because it’s not available anywhere else. Disney has a product that has resonated with millions of customers who return again and again to watch. What a wonderful way to separate yourself from the competition.
What product or service do YOU offer that can have the same effect?
A great example of exclusivity is identifying your USP. As stated by Optimizely.com, “A unique selling point defines your company’s unique position in the marketplace, getting at the heart of your business: the value you offer and the problem you solve. A strong USP clearly articulates a specific benefit – one that other competitors don’t offer – that makes you stand out.”
Let’s discuss shoes. Sure, shoes are shoes, right? How exclusive can you get with shoes? Here are three examples of companies who identified their USP and the difference it makes. Again, from Optimizely;
“Zappos is an online shoe store, and there is nothing especially unique about selling shoes online. However, their selling point is unique: free returns. There is no penalty whatsoever to returning a pair of shoes you don’t want, a major convenience to customers, and a strong unique selling proposition.
Toms Shoes is a shoe manufacturer. Again, there is nothing especially unique about that. But Toms Shoes’ unique selling point is that for every pair of shoes a customer purchases, the company donates a pair to a child in need. Toms Shoes helps put shoes on needy children’s feet; this is their unique selling point.
Nike is yet another company known for selling shoes. Yet they are differentiated from Zappos and Toms because they focus primarily on athletic shoes with prominent sponsorships with star athletes. Their USP is that they provide the best quality shoes for athletes and fitness in general.”
It doesn’t have to be a new fancy product that takes over the marketplace. You can do it with service just like Chik-fil-A, Trader Joe’s, and Ritz-Carlton Hotels have. Sure, they have a great product but it’s their service that gets all the raves. Plus, they also create a positive work environment second to none.
The Mandalorian sure is a unique character. I bet most of us work with at least one “character” who goes out of their way to make your customers feel special and appreciated. Try to take some of the good qualities of him and incorporate them into the day-to-day actions of your team members and weed out the bad habits.
“The Child” and your customers will be happy!