Engineering the Customer Experience
How do you create raving fans? You become more deliberate about engineering consistently remarkable experiences for your customers & clients … rather than leaving things in the often incapable hands of happenstance.
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The customer is not always “right,” but your job is never to show them how they’re wrong. Your job is to be professional, courteous, accommodating … and to demonstrate emotional maturity even under stress.
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When someone within your organization drops the ball, your customer cares less about who that someone is … and more about what you’re doing to fix it. Don’t point fingers or make excuses. Just make it right.
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“Privilege — a wow experience makes you proud in a good way. You feel good about being associated with it. You feel privileged, as if you are in an elite group, but at the same time humbled that you have had the experience.”
-Michael Hyatt
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Your front-line people are the “face” of your business. Your company’s image and its reputation are made up of countless “moments of truth.”
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When a client is a passenger in your car, be sure to ask them if the temperature is comfortable for them and instruct them on how to adjust their seat for optimal comfort and safety. Also, remember to offer them a beverage.
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If your customers are likely to call and/or visit your place of business during the standard lunch hour, consider the habit of taking an earlier or later lunch hour for yourself. This way, you’ll be ready to serve without feeling interrupted (or having the customer feel that they’ve interrupted you).
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If you’re going to ask people how they’re doing, how it’s going, what’s new, etc., then be sure to remain engaged (listen, lean in, make eye contact, etc.) while they’re answering your question.
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Being a professional is doing the things you love to do on days you don’t feel like doing them.
-Julius Irving
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Keep a pen and paper next to your bed. This way, when your next great “customer experience” idea hits you with excitement in the middle of the night, you can write it down, dismiss your fear of forgetting it by morning, and go back to sleep.
(Alternatively, most smartphones have a built-in voice recorder.)
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