No. Of course the answer is depends but I am going with no. The nearby pie chart reflects a study one of my co-workers told us about recently. It was part of a presentation at our annual franchisee convention on what makes our best bakeries, well, our best bakeries.
I think this slide speaks volumes. To start with it is why email should never be the preferred method of communication for hard topics. If 93% of what the recipient “hears” is absent in email, you are asking for trouble. But, that has nothing to do with my thoughts on service.
This chart absolutely describes what makes awesome customer service over the top good. Anyone remember Keenan and Kel? “Welcome to the Good Burger. Home of the Good Burger. Can I help you please?” Very monotone but great for comedy. Not so good for customer service. Contrast that with what you get in a great Great Harvest. Smiles. Enthusiastic voice. Warmth in the greeting. A huge, fresh slice of the best warm bread.
Keenan and Kel got the words close. The thought wasn’t bad. The delivery was awful for anything but a sitcom. What makes service great is the other two pieces of the pie. Body language and tone of voice make all the difference in the world. The difference between good and comically bad.
To have a great bakery, you have to have great service. To have great service, you have to have great tone and delivery.
What is great service to you?
