You don’t need a marketing degree to know great service when you see it. Unfortunately, most of us don’t experience the kind of over-the-top service that creates customer loyalty. I think the Golden Rule—treat others as you would like to be treated—still applies in both the online and face-to-face marketplace.
As consumers we want three things: value, respect and a little extra.
- Value – We all want to save time and money.
- Respect – We just want to be treated like we are valued.
- A Little Extra – A free smile, remembering our name, a friendly comment. It’s all just icing on the cake…so sweet!
Today, I visited my neighborhood bank—one the largest in the nation—and I saw the Golden Rule in action. I like this bank for their friendly staff, not for their interest rates. Everyone in this branch treats their customers with respect and they always give us a little bit extra.
When you walk in the door, a manager or bank employee greets you with a smile and a warm welcome. If you’re a regular, like me, they’ll address you by name. There’s always a bowl of colorful lollipops on the counter, if you’re hungry or just need a sugar lift. I know that the ATM is more convenient, but great service is an important part of my banking experience. It’s a valuable asset to me.
Many banks and credit unions offer the same services, but it’s nice to feel the warm touch of personalized service. Super service seals the deal when it comes to customer loyalty. I know it keeps me coming back!