Every business selling goods or services preaches customer service. Some are content with the bare minimum, while others go the extra mile. So, what is the difference between good customer service and great customer service? What does that look like in real life?

Good customer service is saying thank you to a customer as they leave the store; great customer service is holding the door open for the customer as they leave. Superior customer service is helping your customer carry their purchase to their car, when applicable.

Good customer service is telling a customer where a certain product is located within the store; great customer service is walking with them and showing them physically where the product is located.

Good customer service is saying, “Hello, welcome to our store.” Great customer service is saying, “Hello Tom, welcome back, it is great to see you again.” Now you may not always know every customer’s name but when you do, use it.

Good customer service is answering your customers’ questions about a product they are interested in; great customer service is providing information about the product so the customer can make an informed decision.

Good customer service is writing a thank you note; great customer service is following up the sale with a phone call.

Good customer service is showing the customer the product they are interested in; great customer service is showing them some other products that you think might better fit what your customer needs.

Good customer service is asking your customer how things are going; great customer service is taking the time to get to know your customers on a personal level and engaging in a conversation.

Good customer service is selling once to one customer; great customer service is selling multiple times to multiple repeat customers. Hopefully we all strive for great customer service, and what it really comes down to is this - are you willing to go the extra mile? Because that’s really all great customer service is, taking that one more step.

FINAO - Brad Huisken