Customer service expert John Goodman (founder of TARP Worldwide, the world's premier customer experience agency, www.tarp.com; his new book is called Strategic Customer Service) recently shared with some of my colleagues that the cutting edge of customer service is "Psychic Pizza". This simply means that companies anticipate what customers will want (or want to know) next and offer it to them before they ask. Where does the term "Psychic Pizza" fit in? Just imagine: Your doorbell rings, you open it, and there's a delivery man with the pizza you were just about to order. In the customer service world, it's staying totally in touch with your customer -- thanks for your order, regular updates on the status of your order -- it is about to ship, your order has shipped, it is about to arrive, how did you like your order?. Amazon.com does a great job of this. As does Zappos.com and many other major online retailers.
Psychic Pizza works in personal relationships too. Many of us tend to be reactive in our personal relationships, waiting for friends and coworkers to ask for what they want rather than trying to anticipate their needs and show your thoughtfulness. I regularly tell my husband how sexy it is when he takes out the garbage or cleans up after dinner. When I pick up something at the store that my husband needs but hasn't asked me to buy, I can feel the love bolts start flying. What could you do to make your loved ones feel taken care of without their asking?
Aug 17, 2009 at 1:58 PM Great post, Margie. Good food for thought, mostly about my business. I am thinking about anticipating my clients' needs, maybe before they even know they have a need! I could check up on them more often. Send an ecard to say "thinking of you"...
Remember birthdays and anniversaries.
Do more follow up on how they benefited from coaching with me. Even a year later. Where are they now? What do they need?
Thanks for feeding my creative juices today!
Aug 18, 2009 at 10:46 AM Hi ~ In reading your article in 8/1/2009, Bottom Line Personal, "Alternative Medicine ... etc." You mention dandelion leaf extract as a natural diuretic for high blood pressure. I cannot find a source of dandelion leaf extract but I can buy dandelion root extract (from Swanson vitamins - a reputable dealer). Can one achieve the same benefit from dandelion root as they could from the leaf - as you have indicated? Thanks in advance for any helpfull reply.
Aug 21, 2009 at 7:46 AM Hello, Mr. Klophaus. Here is the answer to your question, from Kris Somol, ND (the expert in that article): "No, dandelion root and dandelion leaf have different phytochemical components, and therefore different actions on the body. The dandelion plant, Taraxacum officinalis, is rich in many minerals including potassium. The leaves of dandelion have a diuretic effect that spares potassium in the body. The root of the plant affects phase II detoxification pathways in the liver, operating on a different system than that affecting cardiovascular health... There are very few companies that carry Taraxacum officinalis leaf in capsules. Eclectic Institute is one brand. [Note from Margie -- it is sold on many web sites.] Otherwise, it is often available in loose bulk form or in tincture form at herbalists. Please consult with your doctor before taking dandelion to address blood pressure concerns as it is not appropriate or safe for everyone."
Aug 29, 2009 at 7:21 AM Anticipating customer's needs can only happen when we take the time to really understand them. Not everyone needs the same thing.
Superb relationship and observation skills, asking great questions (sometimes coupled with darn good technology)gets us beneath the surface so we can begin to understand what the customer will need tomorrow.
As a single diner traveling on business, I went to the client's recommended restaurant and brought a book. The restaurant was lovely by lit by candles on the wall - a little challenging to read by. I put on the reading glasses and starting to read squinting to adjust - which to some degree I did. Then a flurry of activity at my table - a waiter, noticing my discomfort showed up with several tall water glasses which he turned upside down - and then proceeded to top with votive candles. In just a few moments by little table was glowing with soft flickering (and flattering) light - more than enough for reading.
My appreciation was both verbal and tangible. And the next day at the CEO meeting I was facilitating I gave the restaurant a healthy plug as used it as a great example of anticipating the customers needs and delighting them!
When we get out employees always thinking about ways they can delight customers by anticipating their needs we'll do it a whole lot more often.
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Aug 13, 2010 at 1:08 PM Sometimes it's a simple matter of asking, "How are you doing?" and really meaning it. And then being quiet and listening thoughtfully to the response. To me there is no better way of showing that I care.