I want to share one of my favorite principles of both conducting and explaining what great customer service looks like.
It’s the principle of “plus-one” customer service.
Any time you interact with a customer, strive to add a “plus one.” The “plus one” can be a do-extra: giving them more of your effort than they asked for or reasonably can expect. Or it can be a tell-extra: answering an important question they didn’t think to ask.
Strive to practice “plus one” customer service whenever you can find or create a “do extra” or “tell extra” opportunity. It truly builds connection with customers, and keeps your brand/company out of the dreaded “commodity zone” where you’re considered interchangeable with the competition.
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In your day to day work with customers, do you practice “plus-one” or something similar? I’d love to hear.
Micah Solomon
Author • Forbes Senior Contributor • Customer Service Consultant
President and CEO, Four Aces Inc.
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micah@micahsolomon.com • micahsolomon.com
