Gold star service — I got it!

I rarely write customer reviews. I don’t have a reason for not writing them, it’s just not something I do. But, today, I just might.

I recently hired a builder to create a lattice wall for my garden. The experience exceeded my expectations, so much so that I can’t say enough good things about it. Here’s what impressed me.

1. My initial contact received a response the same day — Responsive
2. I was greeted with a friendly demeanour. Friendly
3. The meeting time to review the project was booked to fit into my schedule. Convenience
4. I received a call before the meeting to confirm. Caring
5. When I met with the individual who was going to do the work, we had a great discussion about my vision and the options available. Communication
6. I received a follow-up call to confirm the date the work was going to begin and when materials would be dropped off. More communication
7. The owner followed up on my first contacts to ensure I had a positive experience and to answer any additional questions. More caring

Earn your gold star

Exceeding customer expectations is a gold star moment for any brand. Happy customers will talk positively about your brand to friends and family. They’ll write positive reviews and refer you to others looking for similar work — and a similar experience — from a trusted company.

Want to earn your gold star in customer service? Here’s how you do it.

• Communicate! Keeping the customer informed goes a long way to earning customer satisfaction. Be friendly.
• Show you care. We all like to know our projects and our input are important to the company doing the work. Take time to listen to what your customer has to say.
• Deliver. Show up when you say you will and deliver what you’ve promised. This is one of the best ways to earn trust.

Think about the way you work with your customers. Are you earning a gold star for your performance? What tips do you have to add to my list?