Engineering the Customer Experience
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“The purpose of a business is to create a customer.”
-Peter Drucker
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Compliments from customers and clients (in-person, via letters, e-mails, and phone calls) should be documented and shared with team members, clients and prospects. These gems will serve as fuel for your continued culture of impeccable service.
Be impeccable with your word.
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When you must cancel with someone at the last minute, an e-mail alone won’t suffice. As a professional courtesy, make every attempt to reach the person (in time) via phone, text and their support staff. The last-minute e-mail should only serve as a back-up.
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Simply exchanging business cards with someone you meet is not implied permission to add that person to your listserv (e-mail distribution list). Invite them instead — If they decline, just know that your “auto-add” would have only annoyed or upset them.
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“The business of business is people.” -Herb Kelleher, Co-founder of Southwest Airlines
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Avoid natural client anxiety by managing their expectations. Managing their expectations may be as easy as painting a picture of what they can expect from you; your company; your process; your appointment. By doing so, you’ll be putting them at ease.
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When you tell a customer or client you’re sorry, stop there. Don’t include, “It’s just that…” or “but…” or anything other than your proposed remedy. Otherwise, It may only end up sounding like some sort of justification, which will take a majority of the impact away from your apology.
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When it comes to impeccable customer service strategies, common sense is not common practice. Don’t underestimate the power of simple, thoughtful gestures.
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