Undercover Boss – Servicing the Customer

Undercover Boss is a new show I’ve been closely watching. I don’t watch that much TV except for educational shows and movies.

However, this was one show I saw as being extremely beneficial to a business owner.

The basis for the show is the CEO of the company goes undercover by embedding him/herself within their organization playing out different roles as an “employee” to better understand how to improve the company’s performance and understanding the customer’s perspective.

This first-hand approach to learning was one I took special notice to as it relates to my business and many other business owners.

One episode in particular, come to think of it, it was yesterday, was about the 7-Eleven franchise. The CEO was going undercover to a particular location where they had record coffee sales. He was determined to see why.

While undercover, the CEO was being shown the ropes of how to do the job. He took special notice to how fresh the coffee was for the customer. On top of that, the person making the coffee knew every single customer that came in and made a direct connection with every single one of the customers by talking with them and seeing how they were doing.

What a concept; constantly make fresh coffee and make a direct connection with the customer. Things that make you go hmm!

Based on this, are you able to pick up on why their coffee sales where nothing short of amazing?

Being a student of Earl Nightingale I immediately picked up on why their results where beyond fantastic.

Was it the product or was it the service?

If you haven’t figured it out yet, what was really making a difference to producing high coffee sales was the service that was provided to the customer.

Sure the coffee was fresh, but it was the personal connection that was being made with the customer that stood out and led to more coffee sales. The customers felt welcomed there, which led them to keep coming back.

If you were to go in as an “Undercover Boss” in your home business, would you be able to pick out the pieces that weren’t working and resolve them?

Absolutely, right!

What you probably would soon notice is how you are servicing your customer. Is it sub-par or do you over deliver?

What’s the biggest secret to turning customers into clients?

Serve the customer and serve them well!

It’s true. Think of any place you constantly go back to. Why do you go back? Other than convenience, I’m sure the major reason is the service you get.

Your home business is no different. You learn how to effectively serve the customer and train your distributors to do the same exact thing.

You probably have had customers, but are they staying around to be a client? A client is someone that continuously buys from you.

If you have clients, then there is a good chance you are serving the customer. Congratulations!! You’ve picked up on the secret to turn a customer into a client.

What are some unique ways, such as we learned from the Undercover Boss show, has allowed you to serve the customer?

We look forward to your comments.

Jerome Ratliff