Customer Experience Tip #1519

You wouldn’t want your ambulance driver rubbernecking to see the bad accident on the other side of the highway. After all, his job is to be focused on serving you! That may be an extreme example, but don’t get caught up in things like work gossip or that irate customer who’s being handled by your coworker 25 feet away … while you’re helping someone else. Keep it professional. Your focus should be be on the one you’re with.

Customer Experience Tip #1517

When it comes to detecting an employee’s bad attitude towards customers and clients, it’s best to trust your intuition. This is especially true if you’re in a business where your customers don’t feel safe in sharing their truth (about your unkind employee) for fear of repercussion/retaliation (e.g., hospitality, medical, financial, etc.).

Customer Experience Tip #1516

Do you know what’s worse than sending people to a (cold) “info@___________” email address? Having that email address result in a complete dead end. Engage. Use real names, with real people ready to respond.

Customer Experience Tip #1515

“People are smart and will seek out discrepancies so when a poster on the wall contradicts an action you made, what are they going to think?” –Mike Nichols

Customer Experience Tip #1514

Being your customer should never feel painful. On the contrary, it should you feel easy and your customers should feel taken care of. Life is too short and competition is too stiff for you and your staff to be indifferent, unpleasant, or unkind. Make someone’s day and watch how it makes your day in return. Engage or lose.

Customer Experience Tip #1513

When a client asks, “How long have you worked here?“ never say (even jokingly), “Too long,” or demonstrate any body language that would imply you’re unhappy or disengaged. These reactions are a real turn off. Instead, smile and say something like, “I just celebrated my ____ year with the company. If you don’t really want to be working there that’s hardly reassuring to your clients, customers, and prospects.

Customer Experience Tip #1512

If you’re in a business where your customers might not feel safe in sharing their honest impressions of negative interactions — for fear of repercussion, retaliation, or getting the “Stink-eye” at a minimum — (e.g., hospitality, medical, financial, etc.)), you must go with your gut. If you suspect an employee is being unkind or even abrasive with your customers/clients/guests, you’re probably right and it’s time for a serious inquiry.

Customer Experience Tip #1511

Service without a smile is missing one key ingredient. Can you guess what it is? #MakesALLtheDifference

Customer Experience Tip #1510

“In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it?” –Jagannathan Muralidharan

Customer Experience Tip #1510

[SERVER] “Oh, you wanted cream with your coffee? You didn’t say that.”

[YOU, THINKING] “You didn’t ask; you didn’t assume I might and bring it along just in case.”

#CustomersDon’tGoToCustomerSchool #AnticipatingNeeds