Impeccable Impressions

Customer Experience Tip #1456

The first promises kept are hints that you will keep future promises. Putting people on endless hold, bad voice trees, live chat that isn’t actually live, an uncomfortable chair in the waiting room, a nasty receptionist, unclear directions to your office, bad line management… all of these things escalate stress and decrease trust.” –Seth Godin

Impeccable Hospitality

Customer Experience Tip #1455

Instead of simply saying, “Would you like something to drink,” offer that visitor a beverage menu (i.e., coffee, water, hot tea, iced tea, hot chocolate, etc.). Even if they decline a beverage, you’ve just made a memorable first impression.

Impeccable Engagement

Customer Experience Tip #1454

Unhappy employees aren’t at all likely to generate happy customers … but happy ones are 😉

Impeccable Demonstration

Customer Experience Tip #1453

Instead of being one more product/service provider claiming to deliver the best client service, just do it; demonstrate it. Actions speak so much louder than words.

Impeccable Social Proof

Customer Experience Tip #1452

You’ve probably noticed that online reviews are becoming more and more important. You might think that most WOWed customers would naturally feel compelled to write a positive online review for you/your company. Most people just aren’t hardwired that way. So most will not do it … until/unless they are asked.

 

The TEAS Method (Thank. Express. Ask. Send.)

Step 1. Thank

Step 2. Express impact (with appreciation/gratitude)

Step 3. Ask for a quick review, be specific about “quick,” and offer an out

Step 4. Send the direct link(s) to review you online

Step 1: Thank: “Wow, thank you so much for letting me know how we did for you! You’ve made my day.”

Step 2: Express impact: “As you might imagine, it’s why we do what we do, and there’s nothing more powerful than positive word-of-mouth … haven’t you found that to be true?”

Step 3: Ask: “You certainly wouldn’t be hurting my feelings if you said no to this, but would you be willing to write a quick 2- or 3-sentence review, about your experience, on ______________?” [Yelp, Google Reviews, Facebook, etc.]

Now, you may be thinking:

“Is it appropriate to ask a customer to go to the ‘hassle’ of sharing their experience online? After all, wasn’t it enough for them to just share it with me verbally?”

It’s important to recognize that you’ve earned the right to ask … for the very reason that compelled them to say something in the first place. Additionally, you’re respectfully giving them an opportunity to decline (which is the worst thing that could happen, by the way). Most will agree to help you.

Too often, it’s the negative experiences that compel people to share their feelings with others. Most people wouldn’t think of writing (or make the time to write) an online review — good or bad — but in my experience, most don’t mind being asked. Ask with confidence.

This is one of the easiest and most powerful ways to get a leg up on your competition. Prospects will see that you’ve earned a fair number of reviews while your competitors might have 2 or 3 … or none.

Impeccable Behavior

Customer Experience Tip #1451

“If you demonstrate that you truly care about your customers, then care will become your culture.” –Paul Lucido

Impeccable Hiring

Customer Experience Tip #1450

If that candidate didn’t make a great first impression on you, there’s a very good chance that’s the same impression they’ll be making with your customers.

Impeccable Thoughtfulness

Customer Experience Tip #1449

Surprise your best clients with the unexpected gift, upgrade, bonus, extra … just because.

Impeccable Anticipation

Customer Experience Tip #1448

Are you meeting the needs of your customers and clients? What if you started anticipating their needs instead? #GameChanger

Impeccable Engagement

Customer Experience Tip #1447

With the evolution of technology, we have far fewer face-to-face customer interactions than we did just 20 years ago. So when you do have the luxury of an in-person customer engagement, be sure you’re making the most of it.