We’ve used a lot of concepts from Disney University and Ritz-Carlton Hotels. But, to be honest, the best of what we’ve accomplished comes from our customers. Listening to what they say and asking for feedback leads to most of our best practices for better customer service.
The surprising source of this advice? A Vice President on his university campus as he was giving me a tour of their facilities and student gathering areas.
Highpoint University, in Highpoint, NC has received a lot of national recognition over the past year because of their passion for WOWing their customers. Their strict definition of their customer — college students on their campus. How do they know what their students want? They spend a lot of time talking with them, gathering where they gather, and asking questions about what more the University can do that will enhance life today.
They know they can’t stop there, the real test is to implement. And, that is where Highpoint has excelled. The most visible examples are in the brand new buildings, the outdoor sitting spaces, the valet parking, and the names of visiting prospective students on digital signs in reserved parking spaces. The not so visible message is that each concept enhances a stated value of the University, so everything is tied to who they say they are.
Take a few minutes to reflect on your customer service best practices. How often do you hear enough of what your clients say to be able to put feet to your ears? Is your culture open to listening with the motive of implementing, of living out your values in practice? What did you hear yesterday that you can start doing today?
