March 2nd marks the 110th birthday of Theodor Geisel, whom the world knows simply and fondly as Dr. Seuss. The prolific author may be best known for his children’s stories, but if you read between the lines, there are lots of good lessons for adults, too.
While Dr. Seuss and customer care may not go together like green eggs and ham, Dr. Seuss and customer care do go together, as you’ll see in these quotes from some of the good doctor’s writings beloved by kids from one to 92…
1. “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.”
Customer service today is supported by processes, best practices and technology, but the secret ingredient will always be personal care. Personal care makes all the difference in attitude, authenticity and even the extra effort that goes into the use of technology and best practices – caring a whole awful lot will always make things better, rather than not.
2. “A person’s a person, no matter how small.”
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Many times in customer service, we feel the need or are directed to take care of the “most important” customers first, and while that works in most cases, we must remember that all of our customers are important. Also and especially with social media, a customer that is perceived to be “small” can become very big, very fast. Just ask British Airways. Therefore, we must consistently deliver our best care to every customer, no matter how big or how small.
3. “Why fit in, when you were born to stand out?”
While it’s easy in customer care to simply do what’s required, going above and beyond when possible will get you everywhere. Making someone’s day is a surefire way to increase customer satisfaction, retention and create a brand advocate. A customer service hero story can be created by the smallest gesture such as a handwritten note, and remember this additional quote from Dr. Seuss: “To the world you may be one person; but to one person you may be the world.” Always strive to deliver the best customer experience every time.
4. “Sometimes the questions are complicated and the answers are simple.”
As customer care representatives, when customers come to us with complicated questions, we can delight by making the answers simple. Brands that invest in improving self-service knowledge, and ensuring CSRs are empowered with knowledge, can increase first contact resolution and customer satisfaction by making things easy in a situation that the customer perceives will be complicated.
5. “Today I shall behave, as if this is the day I will be remembered.”
Today is your day, your mountain is waiting. So get on your way….