It’s time to “Fall Back” today according to Daylight Savings time, so I am also going to fall back to a topic I have written about a few times before — Customer Service.

I have heard on a number of occasions that when people come to Elizabeth City, they are very impressed with our community’s “friendliness”.

As a matter of fact, I just read a blog by Lisa Battles with Livability.com that says, “Hands down, Elizabeth City has the friendliest “strangers” I’ve encountered in my travels. I think the key ingredient was that everyone I encountered seemed genuinely happy to be there.”

This kind of impression is exactly what every business would love for their customers to have every time they visit, because great customer service is all about people and relationships. So, to help you continue to create memorable customer service experiences, here is a “recap” of some helpful tips from John Formica “The Ex-Disney Guy” on making your business and relationships “magical”.

• Create the “Dream” and engage your customer’s hearts.

• Understand the mind-set of the people you serve; do you know who your competition is? Anyone your customer compares you to!

• Most people and customers make a mental picture in their minds of how a person should be treated and that becomes the standard by which their experience is judged.

• Understand your customers’ “Needs” versus “Wants” — more important to give your customers what they want.

• What do customers in your area really want?

• Personal Focus — Desire a connection.

• Reliability — The ability to provide what you promised.

• Responsiveness — Willingness to help and respond to needs.

• Assurance — Get what I paid for and know I made the right choice to do business with you.

• Empathy — Feel as if you care.

• Tangibles — Building, appearance, atmosphere, equipment.

• They want an experience that they feel they can share with friends, family, etc.

• Why do customers stop coming? 68 percent because of attitude of indifference towards customers by manager or employee.

• Perceptions and First Impressions — “moments of truth”.

• Pay attention to the details — you are always “on stage.”

• Remember the 7/10 rule — In 7 seconds a customer forms 10 impressions about your business and you.

The “magical experience” begins with your people! — Customers remember people and relationships over product.

• Attitude = Service; customer service is 8 percent attitude and 20 percent technique.

• Appearance = 55 percent of the message — dress/uniforms, hair, jewelry, name badges, professionalism, grooming, scent, clutter, personal items on desk.

• Atmosphere = First impression of your company.

• Get rid of the ‘you’ versus ‘them’ mentality.

• Make a personal connection with your customer.

• Consider yourself a thermostat that sets the tone for your relationship.

The people of Elizabeth City are already doing a great job of creating “wonderful interactions” according to Ms. Battle, so keep up the good work, and continue to make your business a true representation of the “Harbor of Hospitality” through great customer service!

(To read Lisa Battles full blog go to: http://livability.com/best-places-to-live-blog/find-warm-happy-residents...)