The Rule of 1% is simply improving your customer service experience in 1% increments at a time.  You must perfect your consistency or this will never be possible.  Yes, this is a small increment by itself but if you approach this in a systematic approach to small consistent improvements over time -“kaizan”, you will gain a substantial increase overall in time.

You must avoid doing too many things or too much at a time or you are setting up failure.  If you focus on small incremental improvements with your team and gain the confidence and momentum that brings with along.  That 1% increase will actually be a 50% improvement by the end of the year.

You will have to maintain rules and standards to realize the growth, but you should always be flexible with your best customers. For example, some clothing stores only allow dressing rooms to bring in a certain number of items to reduce theft, however, that rule affects the same percentage of people who are not a risk.  Flexibility is the key to what you deliver and consistency is the key to how you deliver it.

Do not advertise something you do not intend to or are capable of following up on.  Customers rely on you to deliver what you promised and if you do not your intentions will be met quickly with failure.

Focus on the vision and making small incremental steps to elevate you satisfied customers into raving fans.

I hope this teaches you about the importance of good quality customer service and how it is essential to your success. If you need any help with any of these steps or anything, please do not hesitate to reach out.  I’m hear to help solve issues.