When we’re creating a client experience there are several key steps to going over and above the norm. By giving our clients, the “white Glove” top of the line customer experience we can create loyal for life clients who in turn become our biggest cheerleaders and our best source of referrals and free advertising. Customer service isn’t limited to a one-time interaction at the point of a sale, but rather is an ongoing process that touches on every part of a clients’ journey. It includes numerous activities that occur before, during and after the service and, ultimately, means serving your client to the best of your ability. 

Preference Sheets a.k.a Customized Client Experiences 

We’re pet sitters so we know all about customizing the care for each of our fur clients but how well do we customize the human experience? Do we engage with each of our clients on a personalized basis? Our company has multiple ways to make inquiries about our services, they can bypass the website and speak with someone personally, they can inquire online, they can send an email or text message. People appreciate being met at their needs and the ways they wish to communicate. Do you offer multiple ways to pay? Not everyone wants to pay by card or electronically, or by check, how do you meet those needs?

What about various levels of services? Are you willing to customize a series of visits or stays that meet their individual needs or does the client have to fit into a standard offering? Remember those guest preference sheets we spoke about in Part One, how well do we follow those requests? Is your staff trained and empowered to handle client preferences? What about those little extras? They don’t have to cost much or anything, a handwritten Thank You card (packs of 6 from the Dollar Store) earns us a ton of mileage. Even little things like returning the garbage container to the proper place when you come back from your midday walk, small details add up. 

Do you utilize a checklist to make certain all tasks and requests are fulfilled per instructions? I realize we may not always be able to fulfill all client wishes but I’ve usually found that I can appease the client by telling them what I can do for them as opposed to focusing on what we’re not able to do. This focuses on two customer service skills, positive attitude and problem solving. Always accentuate the positive, and the more you key in on doing something affirmative, the more the client buys into what you offer. They also walk away with that positive experience feeling like they’ve gotten what they desire even when it may not be exactly so.

Stormy Days – Conflict Resolution

In real life, as with stays on the yacht there are stormy days and how we handle those storms is paramount to keeping your clients happy. Conflict resolution is an aspect of customer service that no one ever wishes to deal with however, when handled swiftly, with active listening, transparency, admission of mistakes, and empathy, a problem can be handled to the clients’ satisfaction and still earn you accolades and maybe even that big tip. It bears saying again that all conflicts should be dealt with either in person or on the phone, not by text or email.

Docking – Putting the Pieces Together

One of the most stressful operations on the yacht is the process of docking. The deck team, along with the captain must come together and apply all their skills to docking the ship in sometimes very choppy waters, and very tight slips but generally this highlights the talent on board. This mirrors the culmination of our white glove experience for our clients, how we put it all together. Creating a client service experience that will leave them feeling heard and cared for is one of the strategies needed to establish long-term relationships with clients. Whether an issue is large or small, or it’s just a matter of meeting them at their needs, clients need to feel like someone is invested in listening to them and helping find solutions. Investing the time and energy to train and empower your team in excellent customer service strategies will benefit your business by building loyalty, establishing a reputation of helpfulness and, ultimately, promoting growth. 

If you want more ideas about white glove customer service, two great books are It’s Not My Department by Peter Glen and Win Their Hearts by Zach Dillard.

Yvette Gonzales

As You Wish, LLC