GUEST POST from Shep Hyken
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others.
Sally shared research that found 73% would rather be better versus 27% who would choose to be different.
It’s one thing to be better than your competition. What makes you better? Is it your product? Is it the customer service or experience you provide? Is there something tangible that your customer could describe that proves you are better?
And then there is being different. As I listened to Sally share her wisdom, I realized that as much as we would like to be better than a competitor – and we should strive to do so – being different is more obvious.
I have a crazy idea. Why not both – especially as this idea applies to customer service and experience?
First, let’s talk about being better. It’s likely that you sell what others also sell. It’s a similar product. It may or may not be better, and it could be exactly the same, as in a commodity. So, how can you be better? Provide a better customer experience (CX). Yes, it’s always better to be better, but maybe you don’t have to be better than your competition. Maybe you just have to be better than what is expected.
And here’s the interesting thing about your customer’s expectations – at least as it applies to CX. As important as customer service and CX are, the bar is fairly low. There are rockstar companies that have taught customers what a good CX looks like, but many companies struggle to create a similar experience. So, consider this idea: Delivering a better customer experience is as simple as consistently meeting customers’ expectations – with an emphasis on the word consistently. By the way, I used the word simple. That does not necessarily mean it’s easy, but if you meet expectations, you’re already better than most.
Being different will make a difference – no pun intended. Being different allows you to stand out. Yes, it could be your service and CX that makes you different – think Chick-fil-A. Whatever it is, it needs to be something that customers notice and care about. That gives customers a reason to choose you over your competition.
Sally’s short speech made me think. If there’s a way to be both better and different, you’ve got a winning combination that is hard to beat. However, even if all you do is meet the customers’ service and experience expectations, which already makes you better, continue to find a way – or ways – to stand out with something that makes you different.
Image Credits: Pixabay
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I could go on and on with examples like these, but instead, how about you come up with your list? Use these examples as conversation starters to find your version of the Shep Side of service. Start by asking where you fall short or receive complaints. Dig deep to find the root cause of these problems. Then, determine what the opposite of these problems would be. More importantly, what drives the opposite experience? And when you find it, do what’s necessary to make it consistent and predictable. That’s what customers want: a consistent and predictable experience they can count on.
