Engineering the Customer Experience
When sharing, posting, or speaking about something that is not your own original thought or content, be sure to credit the source. People will value your ability to curate great content … and appreciate you for being honest about its origin.
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The same way that “Grenade jokes” take a moment to explode with understanding (and subsequent laughter), your customers will sometimes experience “Grenade acknowledgement.” This is what happens when they later realize how you’d gone above and beyond for them, but may not have realized it in the moment. You might not hear from them, but just know and trust that they do appreciate you.
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Focus on being more interestED than interestING. In an initial consultation, it’s especially important to let your client do most of the talking. The more you allow them to talk, the more they will like you. You can stay out of your own way by simply being a great listener.
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Care for your employees, and they’ll care for your customers.
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“Great customer experiences today are very rare. And when you are the organization that provides them, you become a beacon of light in a very dreary customer service world.”
-Dennis Snow, Co-author of Unleashing Excellence
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When a customer loses their train of thought, assure them that it happens to all of us and that it’s OK. Invite them to take their time in remembering whatever it is they were wanting to express … then be quiet, so they can think 😉
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Whether that next customer has a positive or negative experience with that one person on the “front line,” they’ll likely walk away feeling something, and sharing with others about their experience. Make every moment count.
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*Also, remember to:
– Replace the batteries in smoke/gas detectors
– Turn and/or flip your mattresses
As the rest of the world goes high-tech/low touch, (if you want to remain highly connected and engaged with your customers) work to keep it more low-tech/high-touch.
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