Engineering the Customer Experience
I-m-p-e-c-c-a-b-l-e means (implies):
We’re Interested; Operate with Integrity; We’re Masters of Our Craft; Precise; Engaged; Caring; Consistent; Aware and Able to Anticipate Client Needs; Best-in-class; We’re Listening; We Like You; and we Engineer Experiences that Exceed customer Expectations!
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Impeccable Sustainability:
Your current busy-ness is an indicator of how well you’re doing … currently. Your customer experience is your indicator (predictor) of how much success you’ll realize in the future.
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Impeccable Recovery:
Occasional slip-ups are okay … as long as you have an impeccable recovery process in place.
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Be fully present; listen actively. They know otherwise, but people want to feel like they are your only customer, no matter how brief or how long the interaction.
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Impeccable Encounters:
As you approach that next client or prospect, remember to hold your “stuff” (briefcase, iPad, folder, binder, keys, coffee cup, etc.) with your left hand/arm. This way, you won’t be fumbling around in front of them to free your right hand for that all-important handshake.
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Impeccable Awareness:
Every so often — about once a month — sit in your client’s seat (literally and figuratively) for a few minutes and see what they see.
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“When you decide what you want you must– create a vision of perfection centered on the customer.” -from the book: Raving Fans: A Revolutionary Approach To Customer Service
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Show your customers that you trust them and they will begin to trust you. Too many customer “Policies” have been written based on the 1% who may take advantage of your company’s good nature. It’s not wise to distrust and “punish” the other 99%.
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In most cases, a great product simply isn’t enough.
Sustainable success is directly related to the impeccable, remarkable customer experiences that you are responsible for engineering.
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Have your front-line team treat recurring customer questions like “new” questions. Even if you’re answering the same question you’ve answered a thousand times before, let the customer feel like they were the first:
1) wait for them to finish asking it; 2) clearly provide a complete answer (without rushing) and; 3) do so with genuine care and an excitement to assist..
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