We’re excited to share that Stahla Services was back on the airwaves with Eric Dye on the Enterprise Radio (EPN) podcast! This time, our Co-owner, Erin Stahla, joined the conversation to discuss a topic crucial to every business: Customer Service – and why true effectiveness goes far beyond simply being nice.
It’s always a privilege to share our insights on building strong customer relationships and delivering exceptional experiences. If you couldn’t tune in, we’ve got you covered with all the key insights Erin shared on this vital subject.
The Core of the Conversation: Effective Customer Service
Erin Stahla jumped right into the heart of the matter, emphasizing that while kindness is important, the ultimate goal of customer service is to resolve issues and meet needs efficiently.
The #1 Mistake: When Niceness Isn’t Enough
Eric Dye kicked off by asking about the biggest missteps businesses make. Erin’s take was clear: focusing on politeness without delivering solutions.
“It’s not about just being nice,” Erin stated. “I think we’ve all experienced those times where there’s been a hiccup… And you may encounter a nice customer service rep, but somebody who’s not effective at solving your problem… If you aren’t going to go in and solve the customer’s problem at the end of the day, it does not matter.“
She stressed the need to diagnose the customer’s actual problem and solve it swiftly.
Turning Frustration into Fandom: The Stahla Services Recovery Model
How do you handle a “ticked off customer”? Erin shared that these moments are prime opportunities.
“We try to see those instances of a customer who’s frustrated, being able to turn them into a raving fan… Oftentimes, it’s in that problem-solving moment that you’re going to turn somebody… into then, because of how you solve that problem, you can create a raving fan.”
Erin detailed their customer recovery model:
- Hear to Understand: Genuinely listen without combatting.
- Empathize: Feel their concern. “Really listening to what they’re saying is such a big deal.”
- Apologize with “I’m Sorry”: A simple, direct apology. “It’s not, I’m sorry, but… It’s really just, I’m sorry, and that apology goes a long, long way.”
- Resolve the Issue: This is critical. “If you don’t fix it, the rest of it doesn’t work.”
- Delight the Customer: Go the extra mile. Examples included sending merch, a handwritten note, or a small, thoughtful gesture like bringing their favorite drink if meeting them.
Boosting Service Without Bloating the Budget
Improving customer service doesn’t always require more spending. Erin’s advice?
“Focusing in on your team. So your team is on the front lines… If they’re not treating that customer with care, that’s where a lot of issues do arise.”
She highlighted the importance of modeling good behavior: “My husband and I, we are co-owners of Stahla Services, and we really try to treat our team the way that we would want to be treated and model that so that then they can go and treat customers… the way that they would want to be treated.” Helping the team develop language for customer interactions is also key.
Proactive Problem-Solving: Training Your Team for Success
Preventing problems before they escalate is a major focus. Erin mentioned:
- Consistent Training: Including it in onboarding, reviews, and regular team meetings.
- Sharing Customer Feedback: “Something simple that we do is reading aloud customer reviews… that’s just like kind of a subtle reminder of, like, you know, people are talking about us… and we really do need that to be positive.”
- Recognizing Team Members: Congratulating those mentioned by name in positive reviews.
From Good to Elite: The Hallmarks of Top-Tier Customer Service
What separates good service from the truly elite? Erin shared their “Core Four,” adapted from Chick-fil-A principles:
- Create Eye Contact: Shows engagement and respect.
- Smile in Your Interaction: Sets a positive tone.
- Lead with a Firm Handshake (where applicable): Establishes professionalism.
- Always Look to Delight: Those small, thoughtful gestures.
Beyond these, Erin emphasized: “The elite customer service, I think the secret ingredient there is just true, genuine care for the other person… that needs to come from the heart. It can’t be manufactured.”
Measuring What Matters: Is Your Customer Service Working?
Erin advocated for straightforward methods to gauge effectiveness:
- Online Reviews: “What are people saying about you online? What are the ratings?”
- Direct Outreach: “Pick up the phone, call… pick some random people that have done business with you… call them and ask. They’re going to know the best… How about you just go out and talk to a customer? They’ll tell you very specifically.”
An Unpopular (But Crucial) Opinion on Service Excellence
When asked for an unpopular opinion, Erin offered a vital perspective:
“Customer service is only as good as your product or services. So if you have incredible customer service, but your product isn’t worth a hoot, then it doesn’t really matter because you’re kind of, it’s the lipstick on a pig situation.”
She concluded, “To have excellent top-tier customer service, you have to have an incredible service or product to back it up.” This philosophy underpins why we strive for excellence not only in our interactions but also in the quality of our restroom trailers, shower trailers, ADA-compliant trailers, and combo units available nationwide. (See our locations for service areas).
Our Commitment: Service Rooted in Care
Erin’s insights reflect the core values at Stahla Services. As co-owners, she and Grant Stahla are dedicated to running a business that prioritizes genuine care—for their team, their customers, and the quality of service provided. This people-first approach is fundamental to how we operate.
Another Insightful Discussion on EPN!
We’re incredibly grateful to Eric Dye and Enterprise Radio for another opportunity to connect with their audience and delve into what makes customer service truly impactful.
If you’re looking for a partner who values effective solutions and genuine care, whether for nationwide restroom and shower trailer rentals or expert advice, we’re here to help.
Experience the Stahla Services Difference – Get Your Quote Today!
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Or call us directly at 844-900-3190 to discuss your needs. You can find Erin Stahla on LinkedIn to connect further!