Engineering the Customer Experience
Yes, a few customers may take advantage of your company’s trusting good nature, but don’t punish the other 99% of your customers with long lists of rules and policies that were written with the 1% in mind. Give people the benefit of the doubt. Make it easy to do business with you. Besides, trust begets trust.
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Your customers have a deep desire to feel heard; to feel understood; to feel “gotten.” Never underestimate the power of simply repeating back to them what you believe you heard them say, and asking for verification.
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In the customer’s experience,
Skip making excuses and, instead, move swiftly into making it right.
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“If you don’t genuinely like your customers, chances are they won’t buy.”
-Thomas Watson, former CEO of IBM
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People tend to return to the people and places where they feel welcome. What more could you be doing to have your customers feel welcome?
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If you’re truly committed to the idea of sending handwritten thank-you notes to customers and prospects, consider keeping a supply of cards, envelopes, stamps (and a pen, of course) in your vehicle and/or briefcase.
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If you don’t take the time to create a customer service agenda for (and with) your staff, they’ll just create one on their own (organically) … and that could be dangerous.
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Keep complimentary umbrellas (or at least “loaners”) near the exit and invite customers to use them. And/or escort customers to their vehicles on rainy days.
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“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”
-Zig Ziglar
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If clients routinely visit your office, your staff should exercise graciousness by leaving the best parking spaces available for those clients.
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