If you’ve ever said, “Thank you” to a Chick-Fil-A team member, you’ve probably heard the reply, “My pleasure!”
Chick-fil-A founder Truett Cathy once heard that response from a Ritz-Carlton hotel employee and noted how it sounded friendly and more emphatic than “You’re welcome.”
New hires at Chick-Fil-A are specifically trained on how to make guests feel cared for and language is a big part of that. For example, instead of asking, “Do want more soda?” team members will say, “May I refresh your beverage?” Similarly, customers are “guests” and employees are “team members.”
In all areas, little things make a big difference. For example, here’s a subpoena using the Comic Sans font.
Looks ridiculous right? Even though the words are “correct,” the font creates a feeling of silliness.
For financial advisors and financial planners, small details can make a big difference in how you and your business is perceived. Here are some things to consider:
- Are your phone calls answered with consistent language and a friendly voice?
- Does your email correspondence use a standard, professional font? How about your email signatures?
- Is your office environment tidy and welcoming?
Here is a three-step process for setting your service standards:
- Decide what’s important to you and your clients. You can’t micromanage every client interaction, but you can determine what are the most important elements.
- Set the standard. Precisely describe how you want things done. For example, if you want everyone to use the same email signature, then create a template for everyone to use.
- Confirm compliance. A standard is not a standard if everyone doesn’t do it. Therefore, periodically verify that the standards are being followed.
What are your most important services standards? Let me know in the comments below.