Customer Experience Tip #1603

Trying to create “buy-in?” Your people will support … what they help to create.

Customer Experience Tip #1602

When more than a few customers are telling you that they are annoyed with your process, it’s your process … it’s not them. #DontShootTheMessenger

Customer Experience Tip #1601

In order for group meetings to begin (and end) on time, we must arrive 5 to 10 minutes before the scheduled start time … not AT the start time.

Customer Experience Tip #1600

“Show up… when you are expected to, in a helpful way, with a positive attitude, seeking to help create a great customer experience. Do that well and you’ve already started to separate yourself from your competition, and you have a better chance of having me as a lifetime customer. Done poorly, your ‘lowest price guarantee’ is worthless to me.” –Pete Smith, Smith Impact

Customer Experience Tip #1599

It’s good to be an expert on your product/service and it’s important to be kind. That said, a lack of expertise can be forgiven. A lack of kindness … not so much.

Customer Experience Tip #1598

Whenever you find yourself in that dilemma of choosing between two job candidates — neither of whom appear to be the ideal fit — always remember your third option: keep looking. #Don’tForceIt #CultureFit #Don’tSettle #WorthTheWait #CustomerExperienceAptitudeMatters

Customer Experience Tip #1597

It is — of course — important to provide help when asked. A really important part of your job (and a powerful differentiator), though, is being aware and noticing when someone might need that help and offering it proactively.

Customer Experience Tip #1596

Are you still employing someone largely based on your fear of how they will react to being terminated? If so, you are: 1) delaying the inevitable and potentially compounding the reaction you fear; 2) making the other (good) employees suffer longer; 3) likely undermining your company culture and customer experience by keeping a misfit on your team. #SetThemFree

Customer Experience Tip #1595

“You can say what you want about who you are, but people believe what they experience.”

–Jack Mackey

Customer Experience Tip #1594

If you see a training opportunity unfolding in front of you in real time (i.e., at the expense of the customer), refrain from displaying an ounce of frustration about that teammate’s shortcomings. Instead, step in, help out, and say to your teammate (with a supportive smile) nothing more than, “Let’s you and I get together later today so I can help you navigate these types of things.” #Kindness #Professionalism #OnStage