The Rule of 1% is a simple yet powerful principle: improving your customer service by just 1% at a time. While this may seem small, when applied consistently, it leads to massive growth over time. Think of it like running a marathon—not a sprint. Sustainable success is built on steady, incremental progress.
Before applying this rule, ensure your consistency is rock solid. Without it, even the best strategies will fall apart. Once you have a stable foundation, start making small, intentional improvements. Imagine improving by just 1% each week—by the end of the year, you’ll be 50% better than where you started!
Balance Rules with Flexibility
Rules and standards help businesses grow, but the best companies understand when to be flexible—especially with their most loyal customers. Take retail stores, for example. Many limit the number of items a customer can take into a dressing room to prevent theft. But this policy can frustrate honest shoppers, leading to lost sales. The key is to deliver with consistency but serve with flexibility.
Avoid Overpromising & Under-Delivering
Customers rely on you to deliver what you promise. Overspending on flashy ads that set unrealistic expectations will do more harm than good. Instead, focus on building genuine relationships and exceeding expectations through action, not just words. A loyal customer base isn’t built overnight—it’s earned through trust, reliability, and small, meaningful improvements.
Turn Satisfied Customers into Raving Fans
When you focus on small, steady improvements, you create an experience that turns casual customers into raving fans—the kind who not only return but also recommend you to everyone they know.
I hope you’ve gained valuable insights on the power of exceptional customer service. If you need guidance on implementing these steps, let’s connect—I’d love to help you refine your approach and set your business up for long-term success!
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