Your Customer Service

October 25, 2007 by Mike Walter

I wrote an article a few weeks ago that some people have commented to me about. I appreciate any kind of feedback about these articles so thank you to everyone who reached out.I told a story about John and Sue Park, the couple that owns the Dry Cleaners I frequent. Sue is out on pregnancy leave and I had a less then desirable experience dropping off clothes to their replacement person.

The experience made me think about (and write about) how important it is to teach customer service to your staff but I really didn’t go into any details of how to do this.

So I went back and found some notes for a Monthly Meeting that I have run in the past. This will be the topic of my meeting next month and if you hold regular meetings with your staff, I highly recommend driving this point home to your crew as well. I am aware that one of my DJs could throw an awesome party and have everyone in the room jamming, but if they ignore requests, aren’t approachable to anyone and treat people rudely we won’t get referrals. Word of Mouth is where the future of our company lies.

My meeting next week will start with the following questions. I will throw these out verbally and let a discussion get rolling off of each one:
What is your idea or definition of Customer Service?
Think about a time in your life when you’ve received great Customer Service.
Think about a time in your life when you’ve received bad Customer Service.
Why is it worth it to provide good Customer Service? If you fulfill an agreement between yourself and a client why bother “going the extra mile.”
Is there any compensation, financial or otherwise, for providing Customer Service?
How can you provide your clients with more Customer Service than you already do?
This last point is the question that I really dwell on. It comes from the same logic as Randy Bartlett’s 1% Solution. No matter how much you are already doing for your clients, think about a way you can do more. The last time we had this meeting we kicked around a lot of great ideas about improving our service. I am surprised that I have let so much time go by without having this discussion with my staff again.

The meeting on Monday is going to end with me recommending a book to my staff. It’s a book I read years ago about Customer Service and to this point it’s the best book I’ve ever read on the subject. But this time around, instead of recommending it, I’ve gone to and ordered 20 copies which I’ll be giving out to all my Emcees. The book is called: “Delivering Knock Your Socks Off Service” by Ron Zemke. If you want to step up your own game in terms of “WOWing” your clients with service, or if you want to show your staff how to do the same thing, pick yourself up a copy (or twenty.)

Till next week . . .

Mike Walter’s emceeing career began in his hometown of Queens, New York in 1984. With an eye towards radio, Mike attended Connecticut School of Broadcasting in 1988 where he was chosen from his class of 25 as “Most Likely to Succeed.” After school, Mike helped to develop a staff of DJs from 12 to over 50 by training new recruits and handling an increasingly complex schedule. In early 1993, Mike felt an increasing desire to venture out on his own and by March of that year he became a partner in a much smaller Mobile DJ company, Elite Entertainment. He quickly had an impact on the Elite staff, imposing his high standards of emceeing and DJing. Mike bought out his partner in 1998 and Elite Entertainment has continued its growth (21 emcees in 2006) and sets the standard for excellence in New Jersey. Mike has always believed in training talent from within and his message has helped show hundreds of DJs from across the country that it is possible to grow their companies without sacrificing quality.

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