The Smallest Things Can Make the Biggest Difference to Your Customer
Shep Hyken Interviews Chris Smoje, Founder of DIME Customer Service

What can you be doing to make a big difference for your customers?
Shep Hyken and Chris Smoje discuss how the smallest actions can make the greatest impact on your customers.

Top Takeaways:
• The DIME Customer Service approach: Deliberate Interactions Memorable Experiences
• Four stages of service: You can’t have one without the other. They must all go together, like steps or levels.
1. Habitual – This goes hand-in-hand with being deliberate. Great service must be practiced all the time, and it will become habit. Great service doesn’t happen by accident. It is intentional.
2. Enjoyable – Giving customer service is like giving a gift. Doing it should bring joy. It creates a positive emotion, and the gift giver expects nothing in return.
3. Remarkable – To get customers’ attention, something remarkable must happen. This doesn’t have to be something big; it just needs to stand out.
4. Transformational – There is so much more to a sale than just making a sale. In some way or another, each interaction with a customer leads to some kind of change in their life. It goes so much deeper than just what is seen on the surface.
• The five values of a service-focused team: AEIOU
1. Accountable – Every member of the team must be on the same page, and must be held accountable.
2. Energetic – In front of customers, there’s a particular way you must behave. Staff members need to bring energy into each interaction.
3. Innovative – You don’t have to have a lot of resources, or a huge staff to give great customer service. Empower the people you do have so the leadership can focus on the tasks they need to get done.
4. Optimistic – When an organization knows what it’s doing, there is clarity and purpose. It’s important to internalize and really understand what works best for you. Since customer service is a long-term game, evolution is always happening. In order to get through this, optimism is critical.
5. Unique – Leaders must be connected to their customers. This allows the leaders to understand that each customer is unique. In turn, the customers can be served better.

About:
Chris Smoje is the founder of DIME Customer Service where he works with organizations to achieve service excellence through their culture, interactions, processes, and experiences. He is a regular media commentator on customer service in Australia.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
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