Engineering the Customer Experience
Remarkable Customer Relationships:
Your customers and clients want/need to feel smart, important and valued. So … what are you currently doing to make them feel *important*?
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Remarkable Customer Relationships:
Be a great listener and you may just end up being regarded as a great conversationalist.
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Impeccable Customer Service Recovery:
L.A.S.T. – Listen. Apologize. Solve. Thank.
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Never say to a client, “It’s the least we could do.” They might just take that literally.
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Just the act of sharing (i.e., forwarding, re-tweeting, discussing) the best practice of a 3rd party, implies that you not only feel strongly about the statement being made … you must also (most likely) be practicing the same. Besides … sharing is caring.
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When it comes to your Impeccable Customer Service initiative, apply the timeless wisdom of Dr. Martin Luther King: “Take the first step in faith. You don’t have to see the whole staircase, just take the first step.”
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By saying,
“I don’t know, but if that’s important to you I can find out,”
you’re demonstrating honesty, care and follow-through. (By the way, more often than not, you’ll find the client saying, “Never mind. It wasn’t that important.”)
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Impeccable Business Growth:
Stick with your unique abilities (what you know and do BEST) and when it comes to everything else, hire an expert for their expertise.
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Impeccable Approachability:
Sometimes a 2-minute “human” phone call can replace 10 minutes invested in back-and-forth — often-misinterpreted — e-mails. Don’t bury or exclude your phone number from your web site. Instead, place it on every page.
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Impeccable Customer Care:
“When I’m getting ready to reason with a man, I spend one-third of my time thinking about myself and what I am going to say — and two-thirds thinking about him and what he is going to say.” -Abraham Lincoln
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