The Rule of 1% is simply defined as improving your customer service one percent at a
time. Before you can do this, you must perfect your consistency or this growth will never
be realized. One percent may seem small, but if you approach the vision for your company
with baby steps, you have the potential to achieve a substantial increase over a solid
period of time. Remember, it’s not a sprint, it’s a marathon.

Avoid doing too much at once or you will set yourself up for failure. Focus on the
confidence gained by you and your employees when your business steadily improves one
percent each week. By the end of a year, you will have improved more than 50%!

While rules and standards are necessary for growth, always be flexible with your best
customers. Most clothing retailers only allow a set number of items into a dressing room
to reduce the risk of shoplifting, however, that blanket rule generally restricts the large
percentage of people who do not shoplift and are not a risk to your business. Flexibility is
the key to what you deliver to your customers, and consistency is the key to how you
deliver it.

The bottom line is customers rely on you to deliver what you promise. If you spend too
much on bulky advertising that promises more than you are capable of delivering, even
your best intentions will unravel quickly, and you will fail.

Focus on your vision and the baby steps you can take to elevate your satisfied customers
into Raving Fans.

I hope you have learned plenty about good customer service and how it is essential to
your overall success. If you need help with any of the steps we’ve gone through over the
last four lessons, please don’t hesitate to reach out to me for assistance.

In upcoming posts we will be exploring strategies of bagging the big clients and how to
retain them.

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