Adaptable Service

There is a lizard living near the deck off my bedroom.  And, he absolutely drives the cat crazy!  I say “he” because this species of lizard (called Anoles) has a bright pink throat only males display like a fan when territorially threatened.  Since he frequently gets within inches of the cat (separated only by a screen), we get to see his warning often.

The most fascinating feature of the Anoles lizard is his ability to change color based on the conditions.  He is bright green on the white deck; drab brown on the side of tree…all instrumental in creating a camouflage to protect from a hungry hawk.  And, the change in color happens quickly!

It is a strong lesson for great customer service.  Customers expect service providers to be adaptable.  Customers expect an enthusiastic greeting like the one they received at Disney world; and, they expect sincere, noticeably concerned empathy when registering a disappointment.  When customers are in a hurry; they expect the slow-as-a-turtle service provider to show instant agility.  And, regardless of the task capturing their focus, customers expect them to be able to change as fast as a lizard changing colors.  How can you be more adaptable in responding to your unique customers with their unique requirements?

 

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, Great Service is ..., Wired and Dangerous and tagged . Bookmark the permalink.

One Response to Adaptable Service

  1. Once again, Chip and John are able to convey an extremely important message to all companies based on a simple analogy with a lizard. I can’t believe how many situations I run into where even the company’s associates are totally frustrated that they are not empowered to make decisions that can make customers both happy and loyal. Too many companies have failed to understand that every single encounter with a customer needs to become part of the retention journey. Not having policies that can adapt to the the individual needs of your customers, create forks in the road. The fork should lead to repeat business, but sometimes the fork in the road leads to your competition. When customers get frustrated they become former customers. It’s easy to find another company that actually cares about their business. Richard Shapiro, The Center For Client Retention

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