Engineering the Customer Experience
Impeccable Transparency:
The most common reason companies fear maintaining a social media presence is the risk of customer complaints … for everyone to see. But when you practice an impeccable recovery process, you create an opportunity to show off your customer care … for everyone to see.
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Impeccable Engagement:
When you’re with a client, never pull out your mobile phone (unless you need it to do something *for them* (creating a reminder, making a note, setting an appointment, etc.)).
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Impeccable Expectations:
In our hi-tech, fast-paced culture, don’t insult the intelligence of your customers & clients by telling them it could take up to 10 days for their “unsubscribe” to take effect or 2 to 3 billing cycles to see their refund credit … they know better.
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“People don’t care how much you know until they know how much you care.” – John C. Maxwell
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Impeccable E-mail Etiquette:
Answer every e-mail within 24 hours. When you cannot, then apologize for the delay.
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Impeccable Customer Service Dilemma:
A front-line employee (think hotel clerk or restaurant host) is engaged with an in-person customer and then their desk phone starts ringing … and no other employees are in sight. What should that person do?
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Slow down. Re-read that important e-mail before responding to it. You might just pick up (see) something more or something new that, in-turn, affects your response.
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“The one thing people [and companies] are never good at, is seeing themselves as others see them” –Eric Schmidt, Former CEO of Google
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If you want want to help ensure an on-time meeting (for your benefit as much as your client’s), don’t set your appointment times on the hour or half-hour mark. Instead, set them up for the :15 or the :45 Note: be sure you’re early.
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Today, client engagement is often supplemented by — and requires at least some level of — computer savvy (i.e., social media basics, CRM, smartphone calendars (or at a minimum, copy & paste)).
Dare I say…
Declaring that you’re “technologically challenged” is no longer as cute and acceptable as it once was. I recommend learning the basics, or perhaps you could consider assigning it to someone on your team.
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