At this time of the year, the NCAA’s March Madness is on the minds of sports fans. It’s a great tournament pitting college basketball’s finest to determine who will walk away with the coveted trophy. It’s why Duke, North Carolina, Connecticut, Kentucky, UCLA, Ohio State and Florida (to name a few) spend hours and hours honing their skills and perfecting their game. They understand that it’s not practice that makes perfect; it’s perfect practice that makes perfect.

Great customer service organizations are like great basketball teams in that they work hard to ensure that they are the best at what they do. They make sure that they hire people who have a spirit to serve and they let hem know exactly what is expected from them. The word ‘average’ is not to be found in their vocabulary, as they know that average is where the best of the worst meets the worst of the best. They stress that everyone brings something to the table and that individuals don’t win, teams do. Knowing this they work together using everyone’s talents and strengths.

The Little Things

One of the things that great basketball teams work on is the little things. Maybe it’s setting a screen that frees up another player, moving one’s feet rapidly to get into a great defensive position, or simply keeping one’s hands up to prevent a pass. They are all little things that can make a big difference in the outcome of the game.

The same holds true for great customer service organizations. They call the customer/client/patient by name, are kind to them and let them know they are glad to see them. They are truly “user-friendly” and make others feel comfortable. In doing this the customer/client/patient feels valued and special. They know that little things mean everything when it comes to exceptional customer service.

The Good “F” Words

Basketball and great customer service organizations understand and practice the five good “F” words.

The first of these F words is Fast . They understand that in today’s fast-paced world, time is of the essence and they streamline their operations to handle the customer/client/patient needs in a timely and expedient manner. Like a great basketball team, their execution is smooth, without hitches. Everyone on the team knows his or her job and they work together to avoid glitches.

The second F word that is essential is Flexibility . As smooth as we would like for things to occur, sometimes “stuff” happens. And when that occurs it’s key that we have the flexibility to adapt to the situation. Average customer service organizations “do things right” while great customer service organizations “do the right thing”! There’s a huge difference in those philosophies. Great basketball teams have to be flexible to handle the many strategies employed by their opposition.

Friendly. It takes three muscles to smile and sixty-six to frown. Why waste all that energy frowning? Customers love to work with nice, smiling, friendly organizations. What a great feeling it is to be around positive people with friendly smiles.

Being Focused is a key for those that are committed to delivering exceptional service. Focused on the basics and making sure that the I’s are dotted and the T’s crossed. Focused is all about exceeding expectations and making sure that the customer walks away feeling, “Wow, what a great experience.” Basketball teams likewise focus on the basics of the game that sets them apart from others. They know that execution is everything.

And last but certainly not least is Fun . Happy teammates are productive teammates and productive teammates are happy teammates. I’ve always felt that “if it ain’t fun, it don’t get done.” When your teammates are happy, it shows on their faces and everything they do.

Customer Service Madness? If you are committed to it, you will “march” to the top and your customers will be “mad” about you.