Engineering the Customer Experience
Stay away from the cold and surprisingly popular statement, “Let me put you into his voicemail.” Instead, be mindful of your words by asking, “May I offer you his voicemail?” (Or you could even offer to take a written message, if they prefer.)
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For the sake of client convenience, always include your phone number (ideally your direct number) in your e-mail signature block.
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Wear quality-made clothing that also fits you well. Over- and under-sized clothing, frayed cuffs & collars, cheap materials, etc. serve as too much of a distraction while also sending the wrong message to your customers and clients.
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“Find a way to exceed your customers’ hopes and dreams by listening and asking, then surprise and delight them with the smallest things.”
-Simon T. Bailey
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I’ve never met anyone who liked being placed on the receiving end of a speakerphone call. Avoid doing that to your customers and clients.
(Special note to drivers: I strongly advocate hands-on driving (no handheld calls and definitely no texting while driving, even where it’s not the law), so if you’re using *that* type of speakerphone, you may just want to let your customer know why.)
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Yes, a few customers may take advantage of your company’s trusting good nature, but don’t punish the other 99% of your customers with long lists of rules and policies that were written with the 1% in mind. Give people the benefit of the doubt. Make it easy to do business with you. Besides, trust begets trust.
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*Also, remember to:
– Change the batteries in smoke/gas detectors
– Turn and/or flip your mattresses
– Turn off your outdoor spigots (winterize)
Your customers have a deep desire to feel heard; to feel understood; to feel “gotten.” Never underestimate the power of simply repeating back to them what you believe you heard them say, and asking for verification.
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In the customer’s experience,
Skip making excuses and, instead, move swiftly into making it right.
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“If you don’t genuinely like your customers, chances are they won’t buy.”
-Thomas Watson, former CEO of IBM
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