Engineering the Customer Experience
When you’re running late for your 1:30pm appointment, 1:31pm is not the time to call that customer. Get in the habit of calling customers as soon as you realize you might not be arriving on time. This is not only more respectful, it will also help alleviate your own stress from running late.
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When you receive a new client referral, be sure to acknowledge the referrer. A handwritten note and/or a gift may be appropriate and is always considerate … but a simple and genuine in-person (or via-phone) “Thank you” is of paramount importance.
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Ditch the trite and often cold “Can I help you?” and replace it with a warm and simple “Hello!” when greeting someone in person. Your customer will likely reciprocate with warmth and friendliness and move naturally into what they want or need, without needing to be prodded.
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“It helps a ton when you learn people’s names and don’t butcher them when trying to pronounce them.”
-Jerry Yang
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Instead of trying to be perfect in the eyes of your customers, it’s OK to let them “see you sweat” once in awhile.
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Always plan to arrive early. By arriving early, the statement you’re making to your customer is: Your time is important enough to me that I planned ahead. I considered possible traffic delays, navigation, parking, and I built in time to prepare for our meeting. I respect you.
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Sit up straight (or stand) when you’re on the phone with customers and clients. Your good posture will help convey a positive and confident attitude, and can even affect your tone.
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When implementing a customer loyalty program, make it easy for them to enroll and participate (e.g., offer a smartphone app, or tie it to their phone number … instead of providing just another loyalty card to clutter their wallet or keychain).
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“If you’re a leader, you’re not in this to be liked. You’re in this to serve — both your customers and your team. So choose what you do based on your vision and values, and let come what may.”
–Robert Richman, The Culture Blueprint
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If you had a “Customer WOW Department,” you might not need a “Customer Retention Department.”
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