Be a Customer Champion
August 3rd, 2009 | 
Author: Certainly, a critical element of The New American Prosperity is to raise the bar for customer care. An important part of my life’s work is to help organizations develop a ”Culture of Service Excellence.” As I support the leaders of these organizations, we follow the principles found in my book, Customer Astonishment: 10 Secrets to World-Class Customer Care. In this online conversation, I will periodically share the essence of one of the 10 Secrets.
Secret Number One: “Be Customer Champions.” When we think of champions, we think of individuals who perform at high levels of excellence. The particular definition I have used with many client organizations over the years is…
Customer Champion: “An individual who works with a clear sense of purpose to satisfy the needs and exceed the expectations of his or her customers. As a true professional, this individual performs to recognized standards of excellence and puts the needs of his/her external and internal customers first in order to produce results that are mutually beneficial.”
Being a Customer Champion is about a high level of commitment to your customers or others whom you serve. It means you truly understand the interdependency that exists between you and your customers. They value your services. You value their business. Therefore, you “champion” their needs to be sure you earn their loyalty. Customer loyalty is the crowning achievement in any business.
Invitation: Tell us what you do to positively astonish those whom you serve.
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Thanks, Brenda. You are a great example of conscientious and enthusiastic customer care. I love the word enthusiasm. The last four letters “i-a-s-m” stand for “I am sold myself” and you certainly are. BTW: We have had our complete set of Pampered Chef cookware for quite a few years now. All the pots and pans are in great shape. No broken lids or handles. The stick-free surface has held up very well. Thanks.
In my Pampered Chef business,
I think it’s a lot of little things that matter
more than any 1 big thing.
For instance, in the week following the Cooking Show
I’ve given, I call my customers to thank them
for attending the show & for their order.
I ask if they have thought of any additional questions
for me or if I can help them with any of the previous kitchen tools they have purchased.
I hand write “thank you” on their receipt
that they get when their order arrives.
If they tell me something about their life or their family, I write it down so I can ask about it later.
I am very careful about following up with a phone call
if they ask me to call later
or give me permission to call again.
I treat people like friends, not as a “sale” & as a result, I HAVE made a lot of friends over the last 17 years. Many are people I may never have met without The Pampered Chef! I am grateful for them!