By Raju Mandhyan
YOU KNOW they say that it is more fun in the Philippines. Yes, and I’d like to add that there is also love and great service in the Philippines. Here we have fun, share love, and serve wholeheartedly.
The aspect of serving wholeheartedly dictates that you, the business and service provider, must continuously stand behind your product through full utilization and optimal enjoyment of your client.
I was once with a bunch of colleagues flying back to Manila from Cebu and while at the airport, we walked into to a place called The Toast Box. I ordered a tuna sandwich and lemonade. Upon ordering, I wondered aloud if my sandwich came with some potato chips on the side. The waitress, Janice, replied that it did not come with chips but added that she would be happy go buy some for me from another establishment nearby. I was a bit taken back and then amazed. Taken aback over their policies and amazed at how she could leave without the manager’s approval. Nevertheless, I said, “Well, that would be nice of you. Can you get me a small bag of Lay’s Salt-and-Vinegar-flavored chips?” but before I could pull out my wallet, she disappeared out of the door in a flash. She was gone like the wind. She was actually gone for quite a while, considering that Mactan Airport in Cebu, Philippines is not so big.
When she eventually came back, I thanked her and inquired gently about what took her so long. She said she had to step out of the airport premises for the chips. I was blown away! I knew there was the issue of not seeking permission and even some risk from not following policy in the adventure she took. But I did greatly appreciate the natural and amazing desire to serve and care.
Not all businesses lean back as much to serve customers as The Toast Box did for me, but we must stretch as far as possible, as often as possible, in the service of our clients. Only when we go the extra mile do we end up setting new standards of sales and service excellence.
Thus, in the area of sales and service here are three takeaways to create an amazing customer experience:
• Serve with the commitment to quality. Never cut corners or expect your customers to compromise.
• Deliver the proverbial extra mile whenever and wherever possible to set new standards of performance.
• Stand behind your products and services consistently as far as you can like some of the world’s best brands and services.
Following these principles allows us to continuously surpass standards of sales and service excellence and create new benchmarks for building and sustaining relationships with our customers. We will constantly and consistently fill the needs of a changing world and raise the standards of life. Our businesses, small or big, will become the beacons of amazing customer service.
And, here’s also hoping Janice did not break any company rules but added a notch on their pride and their brand. In my humble opinion, she very well did.
Raju Mandhyan author, coach and learning facilitator.
