The Secret of Customer Service:

As Learned From Our Dog

~ Cher Holton, Ph.D.

Suppose someone came up to you and challenged you with this statement: “Tell me, in one sentence, the secret to good customer relations." What would you say? There are volumes of books and magazine articles written about it. There are tons of workshops and seminars, not to mention all the tapes and videos on the subject. But in one sentence? That's a toughie!

At least I used to think so. But now I have the answer! It came as the result of something that happened after my husband, Bill, and I had returned from a team building session we'd done in Williamsburg, VA. We were glad to be home. It was late in the evening and we were out walking our 15-year old beagle, Cleo. It was a beautiful North Carolina evening, and I was enjoying the chance to stretch my legs and unwind. Just as I was soaking in the sound of the sparkling brook, and taking a deep breath to totally relax, I heard Bill gasp: “Oh, No! You've got to be kidding!"

The seriousness of his tone jolted me back to reality. I wheeled around and saw him holding onto a small portion of what used to be Cleo's leash. He was kneeling down, peering over the edge of an embankment, calling for Cleo.

Now even though I make my living as a professional speaker, I have to admit that at that moment I was stuttering and stammering. And panicking! “She must have just walked right over the edge!" Bill exclaimed. “Quick - get me a flashlight!"

I ran like a shot up to the house, grabbed a flashlight and sprinted back down the hill - losing a shoe in the process. By the time I got to the creek, Bill was carrying Cleo up out of the gully. “Is she all right? Is she . . ." I stammered.

“She's OK - I think," Bill said as he gently placed Cleo on the grass embankment. He carefully checked her out from head to toe, and exclaimed: “It's incredible! This old girl took a six or seven foot plunge onto rocks and into three feet of water, and came out a little shaken, but without a scratch!"

I was so thankful. As I knelt down to pet Cleo, I noticed that her puppy dog eyes were glued to Bill as if to say, “Thanks for saving me. You're my hero!"

Pets are so special. Have you noticed how they are always so glad to see you when you get home? And even if you just go out to get the mail, they jump around and get excited -- as if you've been gone for hours. In their eyes, we are perfect! After the incident at the creek, Cleo followed Bill around like he was the greatest thing since sliced bread. In her eyes, he could do no wrong!

Not too long after the saving of Cleo, a manager in one of my programs challenged me to give him, in just one sentence, the secret to exceptional customer service. I didn't even have to think twice. I had the answer -- and now, I share it with you. As you deal with each and every customer, just be the kind of person your pet thinks you are!

Cher Holton, Ph.D., an Impact Consultant of Choice, is committed to guiding and inspiring people to live at the speed of choice, one choice at a time. Known for her unique interactive Keynotes, Turbo-Training™ and Retreat Forward™ Summits, Cher serves a diverse clientele, including corporate, government and healthcare organizations. Cher is one of a handful of professionals world-wide who has earned both the Certified Speaking Professional and the Certified Management Consultant designations. Cher can be reached at 800-336-3940, by email: cher@holtonconsulting.com or through her website: www.holtonconsulting.com