Does Your Service Make Customers ‘Purr?’

A two-week four-thousand-mile road journey over the winter holidays gave our cat a trip to “camp,” as we call the nearby facility where she is occasionally boarded. It is a very nice place that gives her a daily brush-out, lots of TLC, and her favorite activity—tree time. Tree time is an hour of play on a giant climbing toy with many tunnels and holes. But, being at camp is not the same as being at home where she can do her professional work—20 hours of sleep a day plus keeping the elephants out of our yard! She does a good job as we have yet to have a single elephant intrusion!

When we picked her up after New Year’s Day, we got the loud motor sound of her purring on our drive home. We know that purring is a sign of contentment. But, the decibel level makes us sometimes wonder if it is also a guilt-inducing gesture. “Why did you leave me there so long!!”

This time I googled “purring” to learn more about it. It is largely found in the feline family (although raccoons, hyenas and guinea pigs can purr). But, here is a startling fact you probably do not know. Members of the cat family that purr cannot roar (mountain lions, bobcats, etc.). And, members of the cat family that roar cannot purr (lions, tigers, etc.). I will let you Google the reason behind this intriguing fact.

If there was ever a metaphor for great customer service it is this: deliver the type of service your customers experience as one laced with contentment and you will never hear them roar. Create a reputation for creating customer experiences laced with TLC and pleasure and you will not attract customers who enjoy roaring, only those that purr. Make your customer experiences purr-fect!

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Dr. Chip R. Bell is a world-renowned authority on customer loyalty and innovative service. Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. He also is the author of numerous national and international best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Magnetic Service, The 9½ Principles of Innovative Service and Customers as Partners. His books have been translated into over a dozen languages.

His newest customer service book is the award-winning, best-selling book Kaleidoscope: Delivering Innovative Service That Sparkles.

Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, Fox Business, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, and Fast Company.


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