I was in need of a new mattress, as my old one no longer had any life left. I wasn’t looking forward to going through the agonizing process of learning about the new ones on the market and then selecting a perfect one to last for many years. I knew intuitively that my best hope for success was finding both a knowledgeable and patient salesperson, who wasn’t just out to make a commission. What I discovered was that customer service takes many forms and to locate your best choice can be a bit tricky and precarious.

After deciding on the best store to purchase my new improved mattress, I headed out with glee to begin my search. My first experience (I guess you can see where I am going) was confusing and not very satisfying. I did end up purchasing a mattress, knowing little about it and not completely feeling trusting of the salesperson. The mattress arrived a few days later with an extreme chemical odor that brought out the worst in me. After many sleepless nights I caved in and told the salesperson about my dilemma. The response was:

“No problem. I’m not working today. Find another mattress in your local store. Make sure I get credit for the sale. I am not sure we can waive the return or shipping fees.” Really?

[Tweet “To develop customer satisfaction lead with understanding and respect.”]

My journey to find my new mattress continued as I marched or maybe I should say meandered into a branch of the same department store. I was approached by a salesperson who took one look at me, sat me down, carefully listened to my saga and made me feel like the most important person of his day. Two hours later after finally becoming educated and participating in a 12 minute sleep exercise, I bought another mattress. The salesperson was a gifted leader as he followed a classic Customer Service Model:

 3. ACHIEVE CUSTOMER DELIGHT– Build Customer Loyalty

2. SATISFY UNSTATED CUSTOMER NEEDS– Develop Customer Satisfaction

1. MEET BASIC CUSTOMER REQUIREMENTS– Prevent Customer Complaints

The second salesperson was a leader because he recognized I needed more information to make a better purchase and I needed to feel validated. He led the way in delighting me with his patience and strategic listening. The final kicker was that he didn’t even take credit for the sale. When I asked him what I could do to thank him he said: “Just tell your friends about me.” Wow!

Are you a leader who delights their internal and external customers? Here are ways to move up the customer satisfaction pyramid:

 MAKE EACH CUSTOMER FEEL VALUED

I felt like a valuable customer to the second salesperson while my first experience made me feel like one of many. How can leaders make team members and colleagues feel valued?

• Focus on each person’s perspective or needs
• Show respect by saying: “I am here to work with you.”
• Cultivate a safe space where the team member can honestly contribute

STRATEGICALLY LISTEN TO CUSTOMER CONCERNS

Use your ears and your heart to listen. What is your co-worker really upset about or needs help doing? It’s important not to judge but rather dig deeper into what is being shared. The second salesperson heard about my sleepless nights and inability to breathe freely. He didn’t make me feel like I was “nuts” or that no one else ever experienced my issues. He validated my feelings.

FIGURE OUT UNSTATED NEEDS

Sometimes leaders need to go down a different road to understand another person’s motives and needs. To do this, think about what could help your team member perform more effectively. Are they missing some critical skills that they could learn from you or training? Maybe they need advice in working with a challenging department. The second salesperson recognized I needed more information about mattresses.

[Tweet “Lead by discovering a customer’s unstated needs.”]

OFFER SURPRISE AND DELIGHT

Land on a solution that will build customer and team loyalty. Mentor someone who would grow with your counsel and knowledge. Send shout-outs about a job well done. My second salesperson got the store to waive all the fees and made me feel that my choice was perfect for me.

How do you delight your teammates and external customers?