Engineering the Customer Experience
Since you’re always “on stage,” and never know exactly when “customer eyes” might be on you, never groom yourself in public. Take care of your hair, nails, makeup, teeth, clothing adjustments, lint removal, etc. in private.
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Impeccable customer service is not an initiative. It’s a quest; a relentless pursuit.
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When someone gives you their name, they’re hoping that you will remember it. So, repeat it over and over in your head, use the association technique, and/or simply write it down. Then be sure to use it. They will appreciate you for it.
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When was the last time you called in on the main customer phone line? Every so often, step into your customers’ shoes. See what they are seeing; hear what they’re hearing; experience what they’re experiencing. You may be surprised.
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“Revolve your world around the customer and more customers will revolve around you.”
-Heather Williams
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Teach your front-line employees the paramount importance of always greeting (acknowledging) arriving customers, even — and especially – during busy times.
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Hire smart. The costly effects of a bad hire are more than monetary. The ramifications on your internal culture and your external brand can cut deep.
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Make it your goal to deliver such a remarkable experience for your customers and prospects that they might be left wondering if you’re the owner.
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Happy employees are more likely to generate happy customers, who — by the way — tend to generate happy employees. And so it goes.
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“We should not try to sell things just because the market is there, but rather we should seek to create a new market by accurately understanding the potential needs of customers and of society.”
-Hideo Sugiura, Honda Executive
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