Customer Experience Tip #1031

Finish up that conversation with your coworker long before that approaching customer can see you. They need you to be ready, willing, and able. And it makes them happy to see that you’ve been anticipating their arrival, rather than feeling as though they’re an interruption to your fun.

CLICK to ENLARGE

Customer Experience Tip #1030

A little communication goes a long way. You should never go silent, especially when things seemingly go wrong for your customer. Check in, from time to time, to see how they’re doing; how they’re feeling.

CLICK to ENLARGE

Customer Experience Tip #1029

“Superior Customer Experience cannot be delivered without the well-orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. Here is the challenge, and the best opportunity, for a company that is capable to organize itself around a customer-centric paradigm.”

–Gregory Yankelovich

CLICK to ENLARGE

Customer Experience Tip #1028

If you want to attract trustworthy customers, you might first demonstrate that your default setting is to trust them.

CLICK to ENLARGE

Customer Experience Tip #1027

There’s an important difference between reacting and responding. The former requires almost no time and very little thought. The latter requires a little more time (could be seconds or days) and a level of emotional maturity. When a customer conversation/situation gets challenging, be sure to give yourself enough time to respond … rather than react.

CLICK to ENLARGE

Customer Experience Tip #1026

“Here’s my card.” We hear that statement all the time and it can be a little (or a lot) off-putting. Don’t be that guy/gal. If someone wants or needs your business card, they’ll usually ask for it. If you believe they’ll find value in having it handy, then consider asking … instead of stating. In other words, you might say, “May I give you my card?” And then — in a few words — explain what the value might be to the other person; what’s in it for them.

CLICK to ENLARGE

Customer Experience Tip #1025

You should be able to give a refund just as quickly as you can take someone’s payment. Telling a customer that it could take up to “x” business days or “x” billing cycles is unacceptable and leaves your customers (sometimes would-be referral sources) with a sour taste in their mouths; a negative last impression. If you’re not currently processing refunds quickly, then it’s time to look at revising your system.

CLICK to ENLARGE

Customer Experience Tip #1024

“You cannot NOT have an experience. When customers interact with your business … they sense clues that influence their attitudes and behaviors. What they see, smell, hear, taste, and touch create their “experience,” even though they usually have no idea it’s happening. That’s because 95% of our mental processing takes place unconsciously.”

–Experience Engineering, Inc.

CLICK to ENLARGE

Customer Experience Tip #1023

When you’re not clear on what a customer (or coworker) just said, be sure to politely request clarity before getting any deeper into the conversation or leaving them with the belief that you heard/understood what was just said. To that end, you might say, “I’m sorry, I may have missed that last part…” or you might ask, “How do you mean?” Too often, not saying anything comes back to haunt you later.

CLICK to ENLARGE

Customer Experience Tip #1022

It’s not always easy, but it’s important to let a prospective client know when you believe their firm is not a fit with yours. Perhaps you don’t specialize in what they really need. Perhaps you believe their people will be thought of as too much of a “chore” by your staff and negatively affect morale. Or perhaps your gut is just telling you to pass on the opportunity. In any case, you should stay true to yourself and your team (and that prospect) by choosing to not engage. That said, you might offer to introduce them to another provider you feel may be a better fit. You’ll be doing yourself, your prospect, and perhaps your entire team a favor.

CLICK to ENLARGE