Customer Experience Tip #1165

Do you have referral partners? If so, why not gift their reception desk with a bowl of candy during the weeks leading up to Halloween? You might even visit (show your face) regularly to keep that bowl stocked and/or provide the receptionist with backup candy. This is just the type of remarkable investment that could keep you top-of-mind and generate even more referrals.

Customer Experience Tip #1164

Isn’t it frustrating when the master is unwilling to patiently guide the novice? Sometimes what that customer really needs is some “handholding.” Give them something most others won’t (hint: handholding) and they’ll likely become loyal as a result.

Customer Experience Tip #1163

“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”

–Kristin Smaby, “Being Human is Good Business”

Customer Experience Tip #1162

Take the time (even extra time) to listen.

Customer Experience Tip #1161

If you’re feeling exhausted, frustrated, or just bored and unfulfilled at the end of your workday, it may be the result of way too many e-mail conversations and not enough in-person and telephone conversations. (Even the most introverted among us need a little human contact in their day.) Make a conscious effort to adjust your communication style with coworkers and customers. The effect it could have on your attitude and psyche may surprise you.

Customer Experience Tip #1160

For years, when referring to experiences that are worthy of repeat and referral organic business growth, I’ve been citing the term, “customer-centric.” What we’re really wanting to convey though is something that is broader, deeper, and (dare I say) warmer! So, in that spirit, the more powerful and more fitting term is: “human-centric.” Let’s run with it.

Customer Experience Tip #1159

Consider how you might treat a guest in your home. Now consider how that might translate into the best ways to treat a visiting customer. You might offer to take their coat, offer a selection of hot or cold beverages, make sure they are comfortable, introduce them to others, notify them of the restroom location. And when it’s time for them to leave, you might offer up any unique exit/travel instructions … and maybe even an umbrella if it’s raining.

Customer Experience Tip #1158

“It doesn’t matter what your business is, when you show respect to all, everyone notices how you make them feel. It matters.”

–Sally Strackbein, Defining Story

Customer Experience Tip #1157

Put authentically positive, upbeat, can-do energy into your voice when recording your voicemail greeting. After all, it’s often a caller’s very first impression of you. Better to make it a good one.

Customer Experience Tip #1156

When you’re really late in responding to a customer’s message or request, refrain from saying, “Better late than never.” They’ll (hopefully) think this, but we’re not allowed to say it … it sounds too much like a justification or even an excuse. Instead, apologize for the delay and leave it at that.