Ben Franklin is an inspirational and famous figure in American history. He’s often referred to as the “self-made man” and an early pioneer of great customer service. Yes, that’s right, customer service.
Ben Franklin’s Two Questions: The Model of Great Customer Service
Ben Franklin spent his whole life trying to do things better. In his autobiography, he outlined his “bold and arduous project of arriving at moral perfection.” You may not try for such lofty achievement, but you can still use the two questions that Franklin asked himself every day to inspire yourself, your team, and your organization to develop great customer service skills and create exceptional customer experiences.
Ben Franklin teaches us about the foundation of great customer service by, each day, beginning and ending the day by asking these two questions:
In the morning: “What good shall I do this day?”
Great customer service begins with the attitude that each day is an opportunity to do good. This attitude inspires us to look for opportunities to make a difference. Each situation and each customer case we’re involved in, is an opportunity to change someone’s day for the better. Starting our day with this mentality encourages us to fix the root of customers’ problems, not just patch some of the symptoms.
Ben Franklin adds to this, great wisdom to those who sincerely want to make a difference:
Always keep in your eye the golden rule as doing as you would be done unto.
Be complaisant (agreeable/accommodating) to the meanest, as well as the greatest.
If you affront (offend) in a small matter, it may probably hinder you from a future good customer.
Strive to maintain a fair character in the world: That will be the best means for advancing your credit, gaining you the most flourishing trade, and enlarging your fortune.
Condescend to no mean action, but add a luster to trade, by keeping up the dignity of your nature.
In the evening: “What good have I done this day?”
At the close of each day, examine yourself to see if you remained true to your principles of great customer service and exceptional customer experiences. Did your actions prove your conviction of real service to your customers? Did you make a difference in resolving problems and not just patching symptoms? If we can without question, know that we have made a difference, and specifically point out situations that demonstrate our customer-focused actions, we’ll be well on our way to setting the standard for great customer service.
What Ben Franklin believed in, he believed in with a passion. This belief with passion, combined with creativity, problem-solving skills, common sense, and wisdom, are the building blocks to great customer service and lay the foundation of developing exceptional customer experiences.
