Remarkable Customer Service Starts With Clear Expectations

Giving your customers quality service starts from the top down. Joey Coleman, an award-winning speaker and author, knows this to be true. Coleman is a master at turning a one-time customer into a lifelong one, and it’s easier than you think. It requires clear expectations from the employer to the employees, hard work and a culture of positivity.

This year, he is a keynote speaker at the BSCAI Executive Management Conference (May 16-18) where he hopes to ensure no one loses a customer ever again.

BSCAI: This conference is a chance for building service contractors (BSCs) to learn and discover new ways to invigorate their teams. Why are these opportunities essential to managing a successful business?

Joey Coleman: The best businesses in the world deliver remarkable customer experiences that keep their customers coming back for more. Typically, we ask our employees/teams to deliver these experiences without giving them a clear understanding of what we’re looking for in a customer interaction. It’s impossible to ask your team to deliver remarkable customer experiences if they don’t know what one looks like.

Most employees haven’t flown first class, enjoyed dinner at a Michelin starred restaurant or spent the night at a Ritz Carlton—and yet these are the examples most often used when setting the standard for customer experiences. If you want your team members to take great care of your customers, you need to take great care of them.

Customer experience and employee experience are two sides of the same coin. What are you doing to create incredible interactions for your team members so that they have a better understanding of how you expect them to interact with your customers?

BSCAI: Why are you passionate about the topic you’re presenting?

JC: The bar for customer experience is lying on the ground right now. The typical customer is so familiar with poor customer experiences that they expect their interactions with business to be basic at best.

The fastest way to increase your sales, get repeat business and earn quality referrals is to deliver a remarkable customer experience that gets your customers talking. As more businesses focus on customer experience, it improves the overall experience not only in that industries—but in all associated industries as well. When the expectation for a remarkable customer experience starts to become the norm across society, all customers and employees benefit.

BSCAI: What are three takeaways you hope attendees get from your session?

My keynote is designed to dramatically enhance the bottom line of your business. During my presentation, I will show you:

• How to maximize the beginning of the customer lifecycle to increase engagement
• How to reduce customer churn and increase overall profits
• How to identify your current customer’s journey and then enhance it with remarkable touchpoints

The typical business I work with sees an increase in profits of 25-100% and an increase in customer referrals of more than 30%. This actionable session will help you drive your business forward in 2019 and beyond.

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There’s still time to register for the Executive Management Conference. See Coleman and the other speakers in Denver from May 16-18