Andrew Mangels discusses customer service in presentation to Chamber members

Andrew Mangels, director of Westlake Porter Public Library, and Susan Uranker, Westshore Chamber president

On April 8, the West Shore Chamber of Commerce welcomed Andrew Mangels, director of Westlake Porter Public Library to speak at the monthly luncheon. Andrew gave an overview of the Shep Hyken book “Amaze Every Customer Every Time.”

The first impression or experience a customer has with your service or business is "The Moment of Truth" – the checkout line, website, phone call or billboard. Within that moment, customer service is evaluated in one of three standards – mediocrity, misery or magic. In the "Moment of Mediocrity," customer service is neither good nor bad, it’s just OK. In the "Moment of Misery," customer service is mishandled, but can recover. And in the "Moment of Magic," a customer receives something a little better or a little more than they expected.

Mangels shared some tools mentioned in Hyken’s book to help focus on customer service. Two examples are: "Act like you own the place. ... Take so much pride in what you do that your customers think you are the owner.” And "Play to your strengths. ... The best get better by working on their strengths, not on their weaknesses.”’

Mangels' presentation reminds us to never stop thinking about customer service in our businesses.

The next luncheon will feature Bay Village Mayor Deborah Sutherland's State of the City address. It will be held Tuesday, May 13, 11:30 a.m.-1 p.m., at LaCentre, 25777 Detroit Road. Contact Sharon Matthews at 440-835-8787 or sharon@westshorechamber.org for information or to register.