3 Ways to Be Part of the 'Over-the-Top Service' Movement
If you read small business news, you might be seeing the terms "OTTS" or "OTT" popping up here and there. OTTS, or "over-the-top service" is the idea that customers-every customer-should be subject to the highest quality service. It takes the notion of "providing good customer service" and turns it up a couple notches.
If spoiling your customers is something you'd like to do in order to really separate yourself from the competition, here's how:
1. Think Like a Spa
When you go into a spa you're immediately hit with calming aromas, you're greeted with an ice cold glass of water or maybe some hot tea, and you get a warm robe to wrap around yourself while you sit on an absurdly comfortable chair waiting for your appointment. Try and bring a couple of these elements into your office or shop-make sure the room always smells nice, offer your customers water and coffee, and lay out snacks and treats.
2. Gift Your Customers With Freebies
Every business has a couple products/services they are able to give away. Give your customers freebies when you can, and make a big deal of it. Instead of just offering some of your services for free, gift them to your customers as a part of other packages. Let your customers know they're getting something for free. Even if they don't use the free item, everyone feels good getting free stuff. When compared to your competitors, you'll be the only one giving away freebies.
3. Take Notes on Your Customers
Good customer service is saying hello to your customers and asking how their day is. Over-the-top service is remembering that their son had a baseball game the last time they came in and asking how the game went. Make mental, or actual, notes about your customers. The trick here is hiring a friendly, genuine staff to whom these questions will come naturally. When hiring, look for kind, genuine, inquisitive people who won't need to fake their OTTS.
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