Engineering the Customer Experience
When returning a customer’s call (especially via a “gatekeeper,”) if you lead with too much of an introduction, then the person on the other end may discount you as a cold-calling telemarketer. Instead, begin by saying you’re returning their call (e.g., “Hi, I’m returning a call from [name]. This is [name] from [company].”)
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Keep an extra bottled water on-hand and have it ready to offer when you know you’ll have a client joining you in your vehicle.
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“…the more complex our world gets, the more value there is in authentic, clear, customer connections.”
-Robert Reiss, Contributor to Forbes.com
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Remember to do what’s necessary to let your customer know — beyond any doubt or question — that they are appreciated.
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Become a trusted resource and have patience with your customers and clients. There’s a good chance they’re not receiving that from your competition.
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Ask a fellow employee, “What’s your favorite thing about a positive customer experience?”
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When the going gets tough, it’s easy to place blame and simply want to vent and complain. Instead, become known as the one who can quickly restore peace and order to your organization.
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“When consumers discover something meaningful in a consumption experience, they are prepared to make the consumption story their own… Stories about consumption experiences have become identity shapers.”
-Bertand Cesvet, Tony Babinski, Eric Alper in Conversational Capital
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At times, you may find it difficult to subscribe to the old adage, “The customer is always right.” But here’s something worth considering before you respond to customers in those tough situations you sometimes encounter: It’s more important to be kind than to be right.
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Rushing a slow person or moving too slowly with a fast-paced person can be unsettling for them. Remaining agile and matching the pace of your customer will help put them at ease.
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