Accountability

Take ownership of your customer's needs and issues. Let them know that you will do what it takes to make them happy.

If there is a problem, be the one who gets it resolved, even if you didn't create the problem. See it through until it's resolved.

When other people need to be involved you should still follow-up to make sure that the problem was resolved successfully.

Adaptability

Your customers' desires are constantly changing. Make sure that you keep up.

Don't just wait for their requests, talk to them, ask them about their experience doing business with you. What do they like about your business? What do they dislike? Then give them what they want.

More than keeping up, make sure you are exceeding your customers' expectations. If you always provide something exceptional, they will grow to expect it, and it ceases to be exceptional.

When exceptional becomes the norm you need to figure out new ways to surprise and delight them.


--Source: Laurie Brown is an international trainer and consultant who works to help people improve their sales, service and presentation skills. She is the author of The Teleprompter Manual, for Executives, Politicians, Broadcasters and Speakers.