Jellyman: A customer service warrior

On my honeymoon in Thailand, my husband and I took a longtail boat around the islands with two gentlemen—one was our driver and the other was our tour guide.  Being locals, they took us to beautiful places, told us incredible stories and really had a lovely day planned with extra towels, cold water and a delicious fruit tray that they set up for us on the beach.  Amazing.  

As we were driving around, the tour guide saw something floating in the water and pointed to his driver. We slowed down, pulling close to the side of a massive rock.  The driver held the boat from hitting the rock while our guide leaned his entire body over the boat and grabbed... a jellyfish. Yes. A huge jellyfish that was bigger than his head. He pulled this monstrosity of a creature out from the water with his bare hands for no reason other than he thought we would think it was cool to see. Eyes wide, we simply said, “Wow! Now, please, put that back—doesn’t it sting?”  He said, “Yes, but it’s okay—only a little and I just won’t touch my eyes for the rest of the day.”

Now, this is an extreme case of customer service—our guide wanted us to enjoy our trip and be wow’d, which we were (jellyfish grab aside).  But I have to say, my husband and I will never forget him doing that.  

Think of a time when something like this happened to you and you thought, “Damn this company or person really has their crap together.” Now think of your own customers—are you taking action to make them think and feel this way about you?

So the customer/client signed the agreement.  You’re good right? Wrong. You’ve just gotten started.  

I’m not talking about the customer service call-in line to help someone with their password. I’m talking about the proactive measures you take to go above and beyond for your clients. 

Why would you want to do that?  Because you’re capable and have more to offer than you think. Because people are wired for connection. Because you want testimonials, referrals and best of all, advocates of your business. Because there are a lot of alternative options out there and people aren’t afraid to move right along if they aren’t being taken care of.   

Customer service, success, CRM, customer experience—there are many names for it in the corporate world.  Companies have been dumping resources into this sector of the business because it’s one of the most important ways it can differentiate itself. 

I don’t mean washing your customer’s car while they’re at work or leaving a haiku in their mailbox expressing how much you appreciate their business (although I do know of sales reps who have done this). It’s great to provide memorable and prudent customer service, but don’t make it weird.

Here are some examples of questions to consider when it comes to your customer service approach. 

How do you welcome people into your community? Is there anything that’s uniquely you, a sustainable action that you could easily add in? 

How often do you check-in to get your customer’s/client’s opinion of your service or product? Have you specifically designated time into your schedule to do this?

Could you set up face time instead of a phone call or video conference with your customer—i.e. coffee, dinner, a walk around the park?  

If your advocate customer is interested in philanthropy, could you donate in their name? 

Can you help your client put together a plan that will help them get that promotion?

Your customer service activities should be authentic to you. No one else can offer the glorious you-ness that comes with your services.

Now go grab that jellyfish.