Create your own 14-step customer service guide

Posted by: Mindy Fineout

A few weeks back, I tuned in to the CBS reality television series Undercover Boss. Each week on the show, a company’s senior executive goes undercover within his or her organization to see how the company really works at the ground level.

Last week, the show focused on Mr. Rooter® Plumbing and its parent company The Dwyer Group, Inc. The Dywer Group’s CEO and Chairwoman, Dina Dwyer-Owens, went undercover to assure Mr. Rooter and its sister companies were demonstrating the company’s code of values. The code includes the themes of Respect, Integrity, Customer focus, and Having fun in the process (RICH).

Many times throughout the show, Dwyer-Owens referenced a 14-step customer service guide that every technician is expected to follow. This is a white-glove approach that begins with Mr. Rooter employees putting on shoe covers before entering a customer’s home. The 14-step guide is rooted in the company’s appreciation for the little details, the idea being that attention to minor details will differentiate the company by its exceptional customer experience.

While watching the show, I kept thinking, “How can I apply this philosophy to my job?” I’ve always prided myself on providing top-notch customer service, whether working with candidates or companies. However, perhaps a 14-step customer service guide could help differentiate my services even more.

Therefore, I’ve spent the last couple of weeks focusing on the extra touches in recruiting services that help create the ultimate customer experience. For example, last week I coordinated a number of interviews for two hiring managers. I met each interviewee in the lobby prior to the interview, introduced them to the hiring managers, and followed up with both sides directly after each meeting. Not only did this yield multiple hires, but it also gained several remarks from the candidates and the companies regarding Yoh’s quality and customer service.

Although small, these gestures demonstrated a big level of commitment and care to both parties. I can’t be certain that it was these extra touches that yielded the results, but based on the positive feedback, it is apparent that our competition isn’t doing the same thing. These are the types of gestures that clients will remember the next time they have a position to fill.

We often think that there isn’t enough time in the day to see to these extra details. However, incorporating the white-glove approach into your day-to-day processes will create a memorable and effective customer experience that sets your services apart from the rest.