39. Why Over-The-Top Customer Service Matters for Your Business

Have you ever witnessed the remarkable power of exceptional customer service? Customer service is not just a business strategy, it's a way to forge lasting and authentic connections with your customers. But what happens when a disgruntled customer walks through your doors or leaves a tough review? 

Toa Green learned through lived experience that kindness and empathy can turn even the most dissatisfied customer into a loyal advocate. By utilizing a structured response system to reviews and empowering her employees to delight customers, Toa Green has transformed her business into a destination where her loyal customer base comes to spend their big and small moments in life. Get ready to unlock the secrets behind outstanding customer service on this episode of the Crank and Boom Podcast.

In this episode, you learn to:

• Turn negative experiences into positive ones and leave customers feeling delighted and valued.

• Utilize feedback and reviews as a powerful tool to improve your business and exceed customer expectations.

• Cultivate kindness as a customer service strategy that fosters strong relationships and creates memorable experiences to keep customers coming back for more.

 

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Thank you to our sponsors!

 

Goldbelly | Find the most famous, most regional iconic foods from around the country–including Crank & Boom Ice Cream–and ship it all right to your door at goldbelly.com/  

 

Holly Hill Restaurants | 9 unique locations in Kentucky that celebrate the connection of family, to farm to table. Find stories, recipes, how-to's, and curated gifts by visiting hollyhillandco.com

Resources Mentioned in Episode

• Read a study by PriceWaterhouseCoopers on customer service and consumer behavior

• Sign up for Square for your POS system: https://squareup.com/us/en/point-of-sale

•  TripAdvisor, Google, and Yelp are all platforms to receive and monitor online reviews

Quotable Moments From the Episode 

 

“Over-the-top service is a hallmark of how Crank & Boom conducts its day to day operations. We want people to leave every experience feeling not just satisfied, but overjoyed and delighted.” - Toa Green

“You just never know where people are in life. And you also don't know what their story might be. Maybe they're acting in some terrible way because something terrible has happened to them; we don't know. A lot of times people just want to be understood. If you can meet people at that place instead of letting it get to you or having it dive into your emotions, a lot of those same people will come back and it will be worth the effort you put in.” - Toa Green

“Reviews are a huge asset, especially if you're not on the front line getting a gauge on how customers [are served] and how people are feeling. People love sharing, so being able to have that feedback is so invaluable for us.” - Toa Green

“I have always challenged our team that we have to be appreciative of the people that come in our doors. These customers allow us to do what we do. Being able to reframe how you think about customers is something that will be revolutionary for your business.” - Toa Green

Connect with Toa!
C&B Podcast website

C&B Ice Cream website

C&B Podcast's Instagram

C&B Substack

*Production by Four Eyes Media*