Engineering the Customer Experience
When it comes to client needs, you can respond, meet or satisfy … or you can anticipate. I recommend the latter.
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Create a habit of being on time (or early) for appointments, meetings and all commitments. Few things demonstrate your impeccable word like habitual punctuality.
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Impeccable attitude:
It appears that some team members like to begin nearly every sentence with, “The problem is … ” When they’re stuck in the mustard, help them to catch up. Remind them to consider — and even create — what’s possible by asking, “So what are our options?”
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A customer service contradiction:
“Please hold … your call is important to us.”
Instead, offer clients a call-back or at least quote them a wait time.
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Impeccable Customer Service Detail:
“Delighting customers requires continuous innovation. Many retailers strive for good customer service and attractive store designs, but few go to Apple’s lengths in continuously improving every detail.” -Steve Denning
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Your “Impeccable Service” Budget:
If it costs 6-7x more to attract new customers than it does to retain your existing customers (Bain & Co.), then why might your advertising budget be larger than your customer service budget? Do you have a customer service budget?
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Impeccable Responsiveness:
Becoming known for quick e-mail response times can be a differentiator … especially today. When you’re unable to reply to an e-mail message within 24 hours (aside from weekends/holidays), it’s nice to begin that message with, “I’m sorry for the delay.”
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Don’t just talk about “catching up” with your clients and customers, proactively offer up 2-3 dates and times and then get it on your calendars.
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Whenever possible and appropriate, replace the word “customer” with something warmer. A possible substitution may be: client, guest, patient, fan, visitor, attendee or member.
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A primary goal in providing impeccable customer service is to leave people feeling “completely taken care of” — this includes feeling “welcomed.” What are you doing to have your customers and clients feel welcomed?
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