Engineering the Customer Experience
Nervousness is selfish energy. When you’re focused on your client (not yourself) the nervousness nearly disappears.
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Before implementing any new process, standard, policy or practice, ask yourself how customer-centric it is. What’s in it for them?
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Show, don’t tell. People get tuned in and turned on by the visual and tactile … not the conceptual.
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“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” -Henry Ford
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ALWAYS sprinkle the recipient’s name in there somewhere. Always.
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Commit to delivering a customer experience and a level of customer service that no one else in your industry comes close to.
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The next time a customer complains, give them room to vent and then remember what Sandra Crowe says:
“Every complaint is an underlying request.”
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Provide your team with the best tools to help them provide an impeccable client experience.
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“Your most unhappy customers are your greatest source of learning.” -Bill Gates
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We should be grateful (and show it) to clients who are willing to be honest and forthright with us. They may be catching something we should have already caught and giving us a chance to make it right … before more people notice.
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