Customer Experience Tip #1027

There’s an important difference between reacting and responding. The former requires almost no time and very little thought. The latter requires a little more time (could be seconds or days) and a level of emotional maturity. When a customer conversation/situation gets challenging, be sure to give yourself enough time to respond … rather than react.

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Customer Experience Tip #1026

“Here’s my card.” We hear that statement all the time and it can be a little (or a lot) off-putting. Don’t be that guy/gal. If someone wants or needs your business card, they’ll usually ask for it. If you believe they’ll find value in having it handy, then consider asking … instead of stating. In other words, you might say, “May I give you my card?” And then — in a few words — explain what the value might be to the other person; what’s in it for them.

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Customer Experience Tip #1025

You should be able to give a refund just as quickly as you can take someone’s payment. Telling a customer that it could take up to “x” business days or “x” billing cycles is unacceptable and leaves your customers (sometimes would-be referral sources) with a sour taste in their mouths; a negative last impression. If you’re not currently processing refunds quickly, then it’s time to look at revising your system.

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Customer Experience Tip #1024

“You cannot NOT have an experience. When customers interact with your business … they sense clues that influence their attitudes and behaviors. What they see, smell, hear, taste, and touch create their “experience,” even though they usually have no idea it’s happening. That’s because 95% of our mental processing takes place unconsciously.”

–Experience Engineering, Inc.

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Customer Experience Tip #1023

When you’re not clear on what a customer (or coworker) just said, be sure to politely request clarity before getting any deeper into the conversation or leaving them with the belief that you heard/understood what was just said. To that end, you might say, “I’m sorry, I may have missed that last part…” or you might ask, “How do you mean?” Too often, not saying anything comes back to haunt you later.

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Customer Experience Tip #1022

It’s not always easy, but it’s important to let a prospective client know when you believe their firm is not a fit with yours. Perhaps you don’t specialize in what they really need. Perhaps you believe their people will be thought of as too much of a “chore” by your staff and negatively affect morale. Or perhaps your gut is just telling you to pass on the opportunity. In any case, you should stay true to yourself and your team (and that prospect) by choosing to not engage. That said, you might offer to introduce them to another provider you feel may be a better fit. You’ll be doing yourself, your prospect, and perhaps your entire team a favor.

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Customer Experience Tip #1021

Even after you’ve tried everything, some customers still won’t be happy. Just know that you’ve done your best and given it your all. Don’t let them get you down and certainly don’t let them affect how you treat anyone else. Always return to doing your absolute best.

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Customer Experience Tip #1020

When you’re unsure of the formality of a client event or meeting, always err on the side of dressy. Even if you end up being the dressiest person in the room, it’s better than showing up as the most casual.

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Customer Experience Tip #1019

“89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”

–Gartner

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Customer Experience Tip #1018

If you’re a frontline employee, know that you are always on stage. People are watching … even when you think they’re not. Always be on your best behavior, be kind, stand up straight, and keep a smile on your face. Demonstrate openness and approachability with your body language. It makes all the difference.

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