Customer Experience Tip #1452

You’ve probably noticed that online reviews are becoming more and more important. You might think that most WOWed customers would naturally feel compelled to write a positive online review for you/your company. Most people just aren’t hardwired that way. So most will not do it … until/unless they are asked.

The TEAS Method (Thank. Express. Ask. Send.)

Step 1. Thank

Step 2. Express impact (with appreciation/gratitude)

Step 3. Ask for a quick review, be specific about “quick,” and offer an out

Step 4. Send the direct link(s) to review you online

Step 1: Thank: “Wow, thank you so much for letting me know how we did for you! You’ve made my day.”

Step 2: Express impact: “As you might imagine, it’s why we do what we do, and there’s nothing more powerful than positive word-of-mouth … haven’t you found that to be true?”

Step 3: Ask: “You certainly wouldn’t be hurting my feelings if you said no to this, but would you be willing to write a quick 2- or 3-sentence review, about your experience, on ______________?” [Yelp, Google Reviews, Facebook, etc.]

Now, you may be thinking:

“Is it appropriate to ask a customer to go to the ‘hassle’ of sharing their experience online? After all, wasn’t it enough for them to just share it with me verbally?”

It’s important to recognize that you’ve earned the right to ask … for the very reason that compelled them to say something in the first place. Additionally, you’re respectfully giving them an opportunity to decline (which is the worst thing that could happen, by the way). Most will agree to help you.

Too often, it’s the negative experiences that compel people to share their feelings with others. Most people wouldn’t think of writing (or make the time to write) an online review — good or bad — but in my experience, most don’t mind being asked. Ask with confidence.

This is one of the easiest and most powerful ways to get a leg up on your competition. Prospects will see that you’ve earned a fair number of reviews while your competitors might have 2 or 3 … or none.

Customer Experience Tip #1451

“If you demonstrate that you truly care about your customers, then care will become your culture.” –Paul Lucido

Customer Experience Tip #1450

If that candidate didn’t make a great first impression on you, there’s a very good chance that’s the same impression they’ll be making with your customers.

Customer Experience Tip #1449

Surprise your best clients with the unexpected gift, upgrade, bonus, extra … just because.

Customer Experience Tip #1448

Are you meeting the needs of your customers and clients? What if you started anticipating their needs instead? #GameChanger

Customer Experience Tip #1447

With the evolution of technology, we have far fewer face-to-face customer interactions than we did just 20 years ago. So when you do have the luxury of an in-person customer engagement, be sure you’re making the most of it.

Customer Experience Tip #1446

“Does it make economic sense to go over the top with it [customer experience]? I would say ‘yes’ because it creates that stickiness which is hard to measure. Aside from that customer coming back, you are going to benefit from word of mouth. I’ve had students telling stories about things that happened more than 10 years ago.”

–Stefan Thomke, Harvard Business School Professor

Customer Experience Tip #1445

What’s in a name? To that person, everything. Spell it correctly. Say it correctly. They will appreciate you for it. It’s a fundamental rapport builder that should never be overlooked.

Customer Experience Tip #1444

Your prospects and clients want you to exude confidence, but if there’s even a slight chance your confidence could be perceived as arrogance it’s time to dial it back. Balance that confidence with active listening, patience, and kindness and you’ll be building deeper connections.

Customer Experience Tip #1443

The moment you learn of the unhappy customer should be the moment you start devising a plan for resolution … and the moment you let the customer know that you’re doing so. Speed of response matters, even if that response is only to say that you are aware and you’re now working on it.