Customer Service Articles:

'DROPS OF TRUST'

THE FLOOD

Have you ever heard the phrase, ‘no single raindrop is responsible for the flood?’ This is a great reminder that no one thing can produce something greater. It takes so many drops of rain to produce a storm and ultimately a flood. While there is a negative connotation to storms and floods, for the next few minutes I want you to think of a storm and flood in a positive light.  

THE STORM OF SERVICE

If every time that our team provided a great service moment, there was a drop of water that fell outside our offices, how often would we get a storm…or a flood?

TRUST IS BUILT IN DROPS

If we want to see a service storm and a flood from our great service, we all must understand that great service is based upon the acts of building trust. Building trust is done drop by drop, customer by customer, and interactions one at a time. If you get enough drops, we start to see the precipitation of trust begin to form around us. But…there’s also some bad news…

TRUST IS LOST IN BUCKETS

Imagine if all the great service moments that you personally have provided over the last six months. What if each great service moment was represented in raindrops and those drops were placed in a single bucket. Let’s call this your service bucket. The first thing you natural would think is, ‘how many drops are in my bucket?’ or ‘do I have more drops than my team members?’ Picture your bucket full of the drops that represent all your hard work, extra effort, and above-and-beyond service. Now picture one customer taking your bucket and pouring it all out. In a single motion, all your drops are gone. Your service bucket is empty.

A CUSTOMER’S TRUST IS A FRAGILE THING

Although it is unfair, this is actually what happens in the world of service. Even though trust is built in drops it is lost in buckets…quickly and totally. One poor interaction can create a customer perception that empties our buckets with them, and it can take a lot of drops to fill this service back up and win back a customer’s trust.

MAY YOUR SERVICE BUCKET BE OVERFLOWING

Be thinking about your service bucket. Remember that trust is built in drops but lost in buckets. It’s my hope that your service bucket not only overflows, but like a splash of cool water on a hot Summer’s Day, it washes over every customer that you serve today!

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