Customer Experience Tip #1021

Even after you’ve tried everything, some customers still won’t be happy. Just know that you’ve done your best and given it your all. Don’t let them get you down and certainly don’t let them affect how you treat anyone else. Always return to doing your absolute best.

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Customer Experience Tip #1020

When you’re unsure of the formality of a client event or meeting, always err on the side of dressy. Even if you end up being the dressiest person in the room, it’s better than showing up as the most casual.

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Customer Experience Tip #1019

“89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.”

–Gartner

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Customer Experience Tip #1018

If you’re a frontline employee, know that you are always on stage. People are watching … even when you think they’re not. Always be on your best behavior, be kind, stand up straight, and keep a smile on your face. Demonstrate openness and approachability with your body language. It makes all the difference.

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Customer Experience Tip #1017

“Mean people suck,” but that shouldn’t stop you from bringing positivity to your work. Take the high road, always take the high road. Besides, those mean people don’t deserve your energy, even (and especially) in the form of frustration and anger.

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Customer Experience Tip #1016

Don’t go into an important customer meeting on an empty stomach. Your mind shouldn’t have the distraction of hunger. Your brain needs the fuel. And that customer deserves a ready and able you … in a good mood. You might keep some energy bars on hand for the occasional “emergency” situation.

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Customer Experience Tip #1015

Bad news is not like wine — it does not improve with age. Your customers aren’t thinking, “I wish you’d procrastinated in sharing that bad news with me.” Instead, communicate difficult news with your customers as early as you can. Demonstrate transparency and don’t wait. Most people (i.e., your competition) put it off or dance around the truth. You don’t have to be like “most people.”

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Customer Experience Tip #1014

“If you want to be extraordinary and build loyal customers, simply deliver just a little bit more than you promised, and do it just a bit faster than promised.”

–Ian Altman, Forbes Contributor and Bestselling Author

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Customer Experience Tip #1013

When your client claims to have found a better price elsewhere, avoid the urge to bash the competition and get defensive. That only makes you look bad and closes the door to any future possibilities. Instead, remind them where (in what ways) you add value and kindly leave the door open to doing business together. Even if it doesn’t pan out this time, they’ll remember your graciousness. This means they might feel safe enough to return one day and/or connect you with others.

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Customer Experience Tip #1012

When you call a customer and they say, “Can you call me back in 30 minutes?” let them know whether that’s doable. If it’s not, then be ready with a Plan B. If it is, then honor that commitment. Most people (including your competition) don’t honor this, or just aren’t all that punctual.

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