Helping Customers Sing Along

I admit it!  The best part of camping is the songs sung around the campfire.  My favorite movies and plays are musicals!  Let karaoke be the centerpiece of any party and I am the first person to volunteer! But, singing goes much easier with the right accompaniment.  Just like great service.

There are various levels of accompaniment.  Highly experienced singers with some knowledge of music might only need someone giving the pitch for everyone to match.  A single guitar might be all others need to stay with the rhythm and on pitch.  And, many a karaoke participant has been grateful for the words and background music in front of them when standing before a tough crowd.

Customers vary in the amount of accompaniment they need for various service experiences.  Since I grew up in the trades spending high school summers as an electrician-plumber-carpenter, I can hold my own in any hardware store without much support required.  But, drop me in auto-mechanic land and I need a smart tutor who does not speak in combustion engine.

Knowing how to accompany customers takes dramatic listening, lavish understanding and a keen interest in starting where the customer is; not where you think they should be!  It requires being a thoughtful facilitator of their experience, not taking control so you can show off how much you know.  How can you make your customer’s experience as comfortable as an upbeat camp sing-along?



About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Customer Insight, Customer Intelligence, Wired and Dangerous and tagged . Bookmark the permalink.

2 Responses to Helping Customers Sing Along

  1. I like this post!Thank you for sharing this post. Using our talents on dealing our customer is also one tool to have successful business. Can you explain well why we need to sing along with customers?

  2. Chip and John’s blog relating customer service to karaoke is a great analogy. It’s so critical that the encounter with the customer includes more than just the simple interaction. It requires the associate to make sure that the interaction is accompanied by that friendly smile, a helping hand and words that communicate that the customer is important, appreciated and valued by company. Richard Shapiro, The Center For Client Retention

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