Recently, I had an experience with a removalist company. I have moved many times in my life and have experienced all sorts of budgets and services. This time, I needed an efficient, quality and caring service to deal with a challenging set of stairs, a CBD environment, and a few precious pieces of furniture. These guys, White Glove Removalists, were simply outstanding!
When getting to know the team on moving day, I learned about the company and its standards. This confirmed (for me) why they are the most expensive removalist company in town. As I was deciding on a company to hire, I had conversations with existing clients who acknowledged that White Glove Removalists were the most expensive among their competitors.
As a company, White Glove Removalists is acutely aware that it charges a premium price and its customers, therefore, expect premium service standards. What are some of the basics that leaders should consider if they are charging a premium?
Here are my seven areas of focus for those who charge a premium price and promise a premium service:
Extreme Care: You need to make the customer feel like they are in good hands, always.
Knowledgeable: This is the basic expectation when charging a premium – know your stuff!
Above and Beyond: “No” is not a word used; there is always a solution and you must see the problem before the customer does.
Someone Needs to be in Charge: Knowing that there is a decision-maker close by puts the customer at ease.
Ordinary Moments Matter: Attention to detail in everything an employee does, (remembering that they are always being watched).
Stay Focussed on the One Person: You need to make the customer feel like they are the only person that matters right now and that you have all day to meet their needs.