“Like a kaleidoscope that ensures the next array of
color displayed will be even better than the last, let the service experience
your customers have be one that they view as bountifully beautiful” – Chip R. Bell
When I was young we spent all day outside playing. There
were no video games, IPads, or cell phones. The coolest toys were the ones that
we made or manipulated. On a sunny day the best toy to have was a kaleidoscope.
Remember those? We held it up to the light and a magical world appeared inside.
Colors morphed into one another and we could make our own color movies. Every
turn of the instrument was distinctive and memorable.
The word kaleidoscope comes from the Greeks. “Kalos”
means beauty, “eidos” means form, and “skopeo” is to examine or experience.
According to Chip R. Bell author of Kaleidoscope
- Delivering Innovative Service That
Sparkles” If you bring them all together you have “experiencing constantly
changing beautiful forms”. When you
compare the magic of a kaleidoscope to the wonder of exceptional customer
service you’ve offered your customers a sprinkle of innovative service that
builds relationships and forms lifetime bonds.
Chip R. Bell is the master of offering service that not
only goes above and beyond, but surprises and delights customers. Imagine if
you could consistently draw clients in, shower them with the unexpected, and
send them out as ambassadors for your unique service. In his book Kaleidoscope Chip shares nine different
“shades” of colored glass in a kaleidoscope. Each of the nine represents a
“value-unique service” and how to deliver it. Following are the 9 elements for
innovative and memorable service.
- Enchantment – Add a little sparkle and delight your customers. Avoid “black and white” service instead; put them under the spell of service that shows your desire to truly serve.
- Grace – Honor your customer. When I think of grace I imagine simple, sophisticated, and elegant. Be proactive with your service yet, deliver it with class and with an attitude of real goodness.
- Trust – Keep your covenants. Trust is the lifeline and base of your business. Give service that is relationship based, not profit based.
- Generosity – Serve it forward. Make your service a reciprocal act. Always give more than is what expected and it will come back full circle.
- Truth – Nurture total candor. Always be honest, never hide from customers.
- Mercy – Let it go. Always take the high ground with customers and listen to them without judgment
- Alliance – Stay.. on purpose. You have a relationship with your customers and you need to make them feel empowered and in charge.
- Ease- Take care of flow. Make every customer experience easy. Service should flow naturally with the customer expectation that they will have no worries or angst in their covenant with you
- Passion – Be all there. Have an energized presence with your customers. Be optimistic and bold with how you serve and how it will make customers feel. Show them the real passion of your business
These are powerful shades that you should be showering
customers with. Chip suggests that “enchantment” and “passion” are like colored
stone bookends of your service. Each colored glass has a unique benefit for
innovation and unusual service that makes up the kaleidoscope of customer
service we expect as consumers.
Chip’s book is one of the most effective books that I’ve
read that really draws the reader in with stories. The stories are the meat of
the book and drop us into a world where innovative service is experienced and
we see the tangible outcomes. He shares tales of delightful service across
industries that drive home the need to offer innovative service. There are
numerous quotes to keep the reader thinking. He offers different tools that you
can try right now to change the way that you look at, and deliver, exceptional
service. You will learn how to serve others and create relationship and
loyalty. You will learn how to make your
own kaleidoscope.
Turn your service kaleidoscope on clients so that they
can see, touch, and feel the many facets of your business and service. Let them
bask in the light and unique “shades” that service can bring. Give them an
experience like no other and invite them into your world. Let Kaleidoscope by Chip Bell show you how
to provide service that drives the unexpected to clients, builds trust and
relationships, and brings them back for more experiences.
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