Engineering the Customer Experience
Give customers the benefit of the doubt. Just because others have tried to take advantage of you or your company in the past, doesn’t mean everyone has that same agenda. Enter every situation with a “Beginner’s mind.”
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If clients visit your place of business, offer to hang their jackets for them. It’s a simple, but nice touch that leaves people feeling taken care of.
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When you show up late for a customer meeting or call, don’t pretend like nothing happened. The right thing to do is acknowledge your tardiness and offer an apology. There are some customers who will be unwilling to “let it go” if you just ignore it.
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When leaving your phone number on a voicemail message, always say it twice and say it slowly. This will give your customer time to write it down, and then verify what they’ve written.
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“Most skills can be learned, but it is difficult to train people on their personality. If you can find people who are fun, friendly, caring and love helping others, you are on to a winner.”
-Richard Branson
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Since you’re always “on stage,” and never know exactly when “customer eyes” might be on you, never groom yourself in public. Take care of your hair, nails, makeup, teeth, clothing adjustments, lint removal, etc. in private.
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Impeccable customer service is not an initiative. It’s a quest; a relentless pursuit.
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When someone gives you their name, they’re hoping that you will remember it. So, repeat it over and over in your head, use the association technique, and/or simply write it down. Then be sure to use it. They will appreciate you for it.
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When was the last time you called in on the main customer phone line? Every so often, step into your customers’ shoes. See what they are seeing; hear what they’re hearing; experience what they’re experiencing. You may be surprised.
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“Revolve your world around the customer and more customers will revolve around you.”
-Heather Williams
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