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10 ways to a great customer experience
It is often the little things that customers recall.
Little details that customers notice, details that makes
them feel good about making the purchase from you.
If you have direct contact with the customer, it is
your job to behave in the following ways. If you are
a team leader or manager, it is your job to behave in
the following ways to your staff, and to make sure they
behave in these ways to your customers.
Greeting your customer by name is a very meaningful
and treasured detail that adds greatly to the way they
experience doing business with you. One of the things
a friend of mine always mentions when talking about
her lcoal car delaer is, "I love going there because
they always know who I am and are happy to see me."
2. Be polite and respectful
A study found 25% complained staff were impolite or
disrespectful. Three percent defected as a result. Another
study found 26% said their customer experience was made
poor by pushy staff.
3. Pay attention to detail
The devil is in the detail. Many large and costly mistakes
are caused by failing to notice a small detail. These
mistakes can make you look unprofessional and weaken
4. Follow up
Making a follow up call shows you care and gives you
a great opportunity to find out what you are doing right,
what you need to improve, what you could start doing
and what you don’t need to do. It is essential
to follow up when dealing with a performance problem
or customer complaint.
5. Take responsibility
Customers expect you will take immediate action to
help them solve their problem. They hate getting the
run- around. In the UK, research found 88% of customers
said, when I ask where a product is I want to be taken
to where it is located. Don’t send me! In other
research, 36% said they had a great experience if staff
made a genuine attempt to help them.
6. Be available
In a US study, 33% saw this as the major problem –
6% defected because staff weren’t available. If
you are slow to answer the phone, 31% hang up and call
a competitor and 26% hang up and forget about the whole
thing. You need to be mentally available not just physically
Do you or your staff regularly walk customers to the
door and open it for them as they're leaving? Do you
or your employees regularly help customers carry their
purchases to their car, particularly "women of
a certain age" or anyone who appears frail or a
bit unsteady on their feet? If you have a waiting room
and some of your clientele are older, do you have chairs
that are a bit higher than usual and have arms on them
so they are easier to get in and out of?
8. Do what you say you are going
You want customers who stay with you for a long time.
As you have learned in your personal life, long-term
relationships are based on trust. If you don’t
do what you say you will do, you destroy that trust.
9. Keep your customers informed.
No news is not good news. Past experience will have
taught your customers that 98% of all surprises in business
are bad. Therefore they will want to be kept informed.
Do this when things are going well and your customers
won’t have to worry. Do it when something outside
your control is going to cause you to fail to meet a
commitment you have made and then your customers can
plan an alternative.
10. Go the extra mile
Delight your customers by looking for problems your
customers would just love you to solve but cannot reasonably
expect you will – and then solve them! Going the
extra mile is really important when something has gone
The sum of the parts is greater than the whole
Meaningful, memorable, fun, unusual and unexpected
experiences influence the way customers perceive you
in general and feel about you in particular. These little
details are so easy to overlook, so tempting to brush
off as unimportant. But add a number of seemingly minor
details together, and you end up with something of far
more value than you would without them.
It's the little details that keep a customer coming
back over and over, it's the little details that cause
a customer to rationalize paying more because she feels
she is getting more, it's the little details that keep
people talking about you and recommending everyone they
know to you.
Anyone can do the big things right; it's the little
things that differentiate one business from another
and that influence customers to choose one over the
other. Often, small-business owners cut out the little
details when times get tough, and this is a big mistake.
Attentiveness and recognition cost nothing, nor do personalization