Customer Experience Tip #1330

If your gut is telling you that your customer is feeling uneasy about what to expect next in the process (even if you’ve covered it previously) then go ahead and proactively address that would-be concern. Better to over-communicate than assume they are feeling comfortable. They will appreciate you for this.

Customer Experience Tip #1329

When it comes to scheduling appointments, meet your clients on their terms whenever it’s realistic to do so. Example: If clients tend to prefer visiting (or calling) you around 12:00pm, consider moving your lunch hour ahead or back the way some healthcare providers do.

Customer Experience Tip #1328

Expect intentional and thoughtful service when you’re the customer. This way, your focus on your own customers will become even more thoughtful and intentional.

Customer Experience Tip #1327

It’s a lot easier to demonstrate partnership with your customers and clients when you’re experiencing partnership within your organization, across all departments. Go ahead, do one proactive thing today in support of another department.

Customer Experience Tip #1326

“If your business could use more referrals, evaluate how you treat the relationship of each one of your customers.” –Ricky Lyman, Refer.com

Customer Experience Tip #1325

Finding common ground with prospects and clients is a natural and effective rapport-builder. Ask about the things (big and small) you’re likely to have in common, or that at least could lead to further conversation: kids, city of residence, local hot spots, favorite restaurants, pets, hometown, spouse’s profession, local events, preferred smartphone, local family favorites, etc.

Customer Experience Tip #1324

Consider that your operational frustrations will ultimately have an adverse affect on the customer experience. It’s nearly impossible to hide. Instead of carrying around a negative attitude or voicing frustrations to those who don’t necessarily have the authority or ability to affect positive change, go to someone who can and will.

Customer Experience Tip #1323

Misaligned departments make for a challenging experience for customers and employees alike. Ask yourself, “What is one thing I could be doing in support of the other departments in my organization?” Be the change.

Customer Experience Tip #1322

Those who speak negatively to others, about their spouse, are doing damage to their relationships. Those who speak negatively to others, about their clients, are doing damage to those relationships. Plus, misery loves company so it means attracting the wrong audience.

It may be time for a shift. Instead of harboring and spreading disdain, focus on (and share with others) the positive in your client relationships and you’ll magically begin to find more of it … and a better audience.

Customer Experience Tip #1321

“Why not make it more generous, more fair, more insightful than it needs to be? Why not deliver the service with more flair, more care and more urgency? Why not do it because you can, not because you have to…” –Seth Godin, Bestselling Author