We all measure the quality of our relationships by the priority they have for both parties in the union. We determine value by what we are willing to sacrifice for it. Don’t let your customers start looking for the exit door because they feel you are too busy with more important things.
As service providers we have the important opportunity of contributing to the significant memory bubbles of our customers.
Trailers set the tone for the customer experience and outcome that follows. Done well, they attract, intrigue, and most of all, invite. They serve as an anticipatory set designed to shape expectations, elevate enthusiasm, and prepare the customer for the service climax–the fulfillment of a need, hope, or expectation coupled with a delightful memory customer cannot wait to share.
Customers today demand all three and tailor-made to boot. But the most memorable experience for today’s customers is a highly personal encounter focused on the customer as a unique individual, not as one-of-many consumers.
Much is written about understanding a customer’s journey through an organization’s service processes. Organizations train for a friendly customer greeting and effective hosting. They scrutinize associate handoffs and communications. They send out customer surveys and install suggestion systems. In the healthcare world, much is spoken about bedside manner, patient rights, and efficient wayfinding.
It made me think about the many times we completely miss the mark when serving customers. We fail to be attentive to what matters most to them, desiring instead to serve them what we want them to want. We try to force fit our systems and processes grounded in convenience to us even though it creates dissonance and angst for the customer. We make it hard for them to give us their money.
One of the most famous automobile dealerships in the world is Sewell Village Cadillac in Dallas, Texas. After calculating the lifetime value of a loyal buyer, owner Carl Sewell, author of Customers for Life, said, "If the typical happy customer spends over $300,000 in...
Walk a bit on the wild side with your customers. Instead of recommending the predictable service buffet, deliver an experience more like ice-cold carrot juice with fresh ginger root! Take your customer on a memorable adventure and they will return with their fidelity and funds.
Clairvoyance is all about anticipating customer needs and creating an experience that causes customers to notice the special superpower.
Most businesses want to attract more customers and keep those customers for as long as possible. It’s the combination of acquiring a growing customer base and retaining each customer long-term that makes the biggest difference to an organization’s success.
Customers today are at great risk of all manner of danger–physical, emotional, and financial. The TLC you provide them will determine if they are encore customers, returning with their patronage, and bringing along customer seedlings to brighten your reputation and enrich your revenue.
Sunshine service involves making the customer the center of your attention like the sunflower does the sun. It means channeling your service energy to best respond to the customer’s needs and expectations. It means not being distracted while maintaining your laser-like focus. And customers are so warmed by the special attention they gladly give you their loyalty and their funds.
Don’t build your business around the infrequent “bad apple” (pun intended). Trust your customers and they will trust you back.
Employee empowerment is not given; it is inspired. It is not bestowed; it is nurtured. Show the true meaning of leadership through your authenticity, role model, humility, and courage. #ServeCareLove the world.
Great leadership requires courageously standing for what you believe and ignoring the expedient, convenient, easier, safer, or risk-averse routes. It involves taking the high ground with its allegiance to values. And it requires the recognition that leaders walk in a spotlight. Their associates watch their moves, not their mouth. As humorist Will Rogers said, “People learn from observation, not conversation.”