Customer Experience Tip #926

Be specific when complimenting your customers and co-workers. For example, instead of saying, “We appreciate your referral,” you might say, “It means a lot to me that you trust me enough to have referred Mrs. Jones. Thank you.” Instead of saying, “You did a great job,” you might say, “You attention to detail on this project is what made it so seamless for the rest of us. You’re such an asset to our team.”

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Customer Experience Tip #925

In everything you do, say, and write – at each and every customer touchpoint – have a goal of demonstrating a sense of partnership; showing that there are no “sides.” At no time, should your customers feel they’re on one side and you’re on another. This is what it means to demonstrate partnership.

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Customer Experience Tip #924

Every so often, you might check in with your customers and clients. How are they feeling about the process of working with you and your company? You might follow the “P.I.N. Method” (Positive. Interesting. Needs Improvement.)

• What’s been positive?
• What’s been interesting?
• What do you feel needs improvement?

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Customer Experience Tip #923

“One customer, well taken care of, could be more valuable than $10,000 worth of advertising.”

–Jim Rohn

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Customer Experience Tip #922

Do you believe your customers view your staff as friendly? If they don’t, they’re less likely to return and not at all likely to refer others. Whenever you’re the customer, you know this to be true.

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Customer Experience Tip #921

Is there any chance that the customer e-mail you’re about to send could be misinterpreted by the recipient? Consider running it by a teammate or colleague, or at the very least returning to it later with a fresh set of eyes.

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Customer Experience Tip #920

Be mindful of the way in which you talk about your customers “behind closed doors.” If you have derogatory nicknames or disdain for any of your customers, that’s going to attract like-minded observations from you and your team. This is one snowball that you don’t want growing and causing destruction. If you don’t have something nice to say…

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Customer Experience Tip #919

Are you typing while on the phone with a customer? To the customer hearing those keys tapping away, this is often distracting or even disruptive and inconsiderate — it may appear to them as if you’re doing something non-related and/or not really listening. If you’re taking notes about what they’re sharing, then say so. Also, consider purchasing a silent keyboard or just staying away from those (distracting) keys altogether.

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Customer Experience Tip #918

“In a situation where things don’t go your way, you have two options: 1) Take the high road; or 2) Be nasty. Ask yourself, what outcome am I hoping to accomplish?”

–Ian Altman, Forbes Contributor and Bestselling Author

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