Engineering the Customer Experience
Customer Experience Tip #1620
“Four roads we call customer service:
Road 1: I can learn from you and make things better
Road 2: You’re an important customer and I can bring empathy and care to this moment to strengthen our relationship
Road 3: I can teach you something and make things better
Road 4: Go away
If you engage with customers, as a freelancer or as a public company CEO, pick your road. Be clear about what it’s worth and what it costs. And then do that.” –Seth Godin
This is the one where we GAIN an hour.
*Also, remember to:
– Install fresh batteries in smoke/gas detectors
– Turn and/or flip your mattresses
Do you live in a cold climate?
– Turn off your outdoor spigots (winterize)
– Reverse your ceiling fans to circulate heat (they should be running clockwise in the winter … and don’t worry, I’ll remind you to change them back in the Spring)
Customer Experience Tip #1619
When it comes to guiding your customers and clients on choices, it’s OK to share your own personal preferences and how those might be relevant to them … but … be careful not to overdo it. #ItsNotAboutYou
Customer Experience Tip #1618
As soon as you discover that you’re not “singing from the same sheet of music” as the other party (i.e., misinterpreted e-mail communication), choose another “instrument” (i.e. the phone).
Customer Experience Tip #1617
If you believe you might be late for a client meeting, demonstrate the courtesy and respect to give them ample notice … instead of causing yourself stress and speeding unsafely toward that meeting on nothing more than a hope & wish that you’ll make it there on time. #Transparency #Planning
Customer Experience Tip #1616
Never cup your hand over the telephone mouthpiece when on the line with a customer. Either move the phone aside enough that the caller can hear you working for them, or ask their permission to be put on a brief hold. #Courtesy
Customer Experience Tip #1615
“As more and more consumer-firm conversation moves online or to other text-based media, the importance of utilizing language properly is greater than ever.” –Harvard Business Review
Customer Experience Tip #1614
Loyal long-term clients are noticing what you’re doing/offering to attract new clients. #SpreadTheLove #HonorTheirLoyalty
Customer Experience Tip #1613
If you’re telling a customer or client that you’re happy to assist them — in whatever positive phrasing you prefer — your body language (including your facial expression) must also reflect your willingness to serve. Without this word/body congruence, the other party will likely feel a lack of genuine commitment and support. #CantFakeIt
Customer Experience Tip #1612
Remember to let your team know what they’re doing well in the eyes of your customers and appreciate them for it. You might just get more of “that.” #PositiveReinforcement
