Impeccable Expectations

Customer Experience Tip #1328

Expect intentional and thoughtful service when you’re the customer. This way, your focus on your own customers will become even more thoughtful and intentional.

Impeccable Partnership

Customer Experience Tip #1327

It’s a lot easier to demonstrate partnership with your customers and clients when you’re experiencing partnership within your organization, across all departments. Go ahead, do one proactive thing today in support of another department.

Impeccable Referability

Customer Experience Tip #1326

“If your business could use more referrals, evaluate how you treat the relationship of each one of your customers.” –Ricky Lyman, Refer.com

Impeccable Rapport

Customer Experience Tip #1325

Finding common ground with prospects and clients is a natural and effective rapport-builder. Ask about the things (big and small) you’re likely to have in common, or that at least could lead to further conversation: kids, city of residence, local hot spots, favorite restaurants, pets, hometown, spouse’s profession, local events, preferred smartphone, local family favorites, etc.

Impeccable Communication

Customer Experience Tip #1324

Consider that your operational frustrations will ultimately have an adverse affect on the customer experience. It’s nearly impossible to hide. Instead of carrying around a negative attitude or voicing frustrations to those who don’t necessarily have the authority or ability to affect positive change, go to someone who can and will.

Impeccable Support

Customer Experience Tip #1323

Misaligned departments make for a challenging experience for customers and employees alike. Ask yourself, “What is one thing I could be doing in support of the other departments in my organization?” Be the change.

Impeccable Attitude

Customer Experience Tip #1322

Those who speak negatively to others, about their spouse, are doing damage to their relationships. Those who speak negatively to others, about their clients, are doing damage to those relationships. Plus, misery loves company so it means attracting the wrong audience.

It may be time for a shift. Instead of harboring and spreading disdain, focus on (and share with others) the positive in your client relationships and you’ll magically begin to find more of it … and a better audience.

Impeccable Edge

Customer Experience Tip #1321

“Why not make it more generous, more fair, more insightful than it needs to be? Why not deliver the service with more flair, more care and more urgency? Why not do it because you can, not because you have to…” –Seth Godin, Bestselling Author

Impeccable Recovery

Customer Experience Tip #1320

When things go sideways for your customer, being met with indifference or an unapologetic response from someone on your team only adds fuel to the fire. Someone needs to express empathy and own the problem. If this does not occur, the customer isn’t likely to fully let it go — and this means their likelihood of returning and/or referring is very slim.

Impeccable Thoughtfulness

Customer Experience Tip #1319

Before making that client phone call, consider what might be going on in their world. Is this a good time of day, based on what you know about their work/home schedule? Is there an important life event you might ask about? Is there some important family news you might inquire about? Put yourself in their shoes before jumping immediately into your own needs related to the call.