Customer Experience Tip #1016

Don’t go into an important customer meeting on an empty stomach. Your mind shouldn’t have the distraction of hunger. Your brain needs the fuel. And that customer deserves a ready and able you … in a good mood. You might keep some energy bars on hand for the occasional “emergency” situation.

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Customer Experience Tip #1015

Bad news is not like wine — it does not improve with age. Your customers aren’t thinking, “I wish you’d procrastinated in sharing that bad news with me.” Instead, communicate difficult news with your customers as early as you can. Demonstrate transparency and don’t wait. Most people (i.e., your competition) put it off or dance around the truth. You don’t have to be like “most people.”

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Customer Experience Tip #1014

“If you want to be extraordinary and build loyal customers, simply deliver just a little bit more than you promised, and do it just a bit faster than promised.”

–Ian Altman, Forbes Contributor and Bestselling Author

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Customer Experience Tip #1013

When your client claims to have found a better price elsewhere, avoid the urge to bash the competition and get defensive. That only makes you look bad and closes the door to any future possibilities. Instead, remind them where (in what ways) you add value and kindly leave the door open to doing business together. Even if it doesn’t pan out this time, they’ll remember your graciousness. This means they might feel safe enough to return one day and/or connect you with others.

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Customer Experience Tip #1012

When you call a customer and they say, “Can you call me back in 30 minutes?” let them know whether that’s doable. If it’s not, then be ready with a Plan B. If it is, then honor that commitment. Most people (including your competition) don’t honor this, or just aren’t all that punctual.

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Customer Experience Tip #1011

When leaving a voicemail message for someone, do it with a little enthusiasm in your voice and a smile on your face. The person on the other end will feel more compelled to your return your call if they believe you’re a happy person who is passionate about (or at least engaged in) their job.

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Customer Experience Tip #1010

Most people love talking about their kids. Are you taking a genuine interest and asking your customers about their children? You might ask what they’re into; what they get excited about; what the parent is most proud of … or simply ask their age(s). Just express genuine interest when you do.

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Customer Experience Tip #1009

“As customer service and customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can about their preferences and expectations for service and engagement.”

–Bill Patterson General Manager of Service Engagement, Microsoft

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Customer Experience Tip #1008

When dealing with a frugal customer, acknowledge their frugality. Instead of judging their intentions or behavior, simply demonstrate a sense of partnership in their quest to experience value.

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Customer Experience Tip #1007

Nothing says, “I’m not fully present for this phone customer phone call” quite like the sound of a clicking mouse or the tapping of keyboard keys. Unless you’re doing something FOR that person (and they’re made fully aware of that), turn off the screen and give that customer, client, or prospect your undivided attention.

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