There’s no getting around it, bad customer experiences happen. How you handle customer issues have a huge impact on your business. Recently, I had a bad experience that made me think about actions businesses can take when things go wrong. I had a reservation at a high-end steak house for a family celebration. Upon arrival, the hostess told us that they didn’t have a table available. I asked why, and was told it was because they were busy. Which is, of course, the point of the reservation! We waited 40 minutes before giving up. We left hungry and angry without...
I like businesses that give me personal service and that little extra attention. I am willing to pay more at those businesses and I become a very loyal customer. Recently, I visited my local hardware store where I get that personal attention and service. With a little assistance, I got the supplies I needed and I headed to the checkout lane. I exchanged a few comments with the sales clerk, picked up my items and said, “Thank You” to which the sales clerk responded, “No Problem.” His response caught my attention. Of course it wasn’t a problem. “No problem” sounds...
When you walk into a high-end retail store like Nordstrom, you expect to be treated to one-on-one service. When you make your way to the grocery store to pick up your weekly necessities, you may be used to a different experience, dealing with some minor issues during your trip. When stores like your neighborhood Kroger can take those minor issues and create a positive, one-on-one experience, they’re sure to make a customer for life. Let me tell you about the Nordstrom-quality experience I had recently at Kroger. Minor issue at hand: I can’t find my beloved thin pretzel crisps! Every...
Are you ready for 2016? If you’re like most business owners, you reviewed last year’s goals and set new ones for the coming year. When you defined those goals, did you include customer experience? I believe that customer experience should be integrated into all aspects of business. Customers are the only reason your business exists. Customer experience goals don’t have to be costly to have big returns for your business. If you have just a 5% increase in customer retention, you can increase profitability by 75%! Improving customer experience begins with information and data. Begin by stepping back to take...
The New Year is upon us, and 2016 brings new expectations for businesses. Forrester Research, a leader in business research and consulting, has released predictions for the coming year. According to the company, 2016 will be an extremely important year for businesses across the globe, and one of extreme leadership change. Using technology to better understand and personalize service is a common theme. Below we’ve highlighted a few of their predictions and what they mean for your business. Customers expect personalized services. Today’s customer expects a business to understand them as an individual, and to anticipate and respond to their unique...
When it comes to serving customers, policies and procedures should be designed to guide employee actions.
Seven seconds — that’s all the time you have to make a positive, lasting impression on any new customer. The interactions with your employees and observations about your business that take place during this short window are critical to the customer experience. Do you know what it takes to make a great first impression and make your customers feel like stars? Take Pride in Your Appearance When it comes to making a positive first impression, appearance certainly matters. There are two elements to consider: the appearance of your business and that of your employees. Regarding your business, customers start to...
On a recent visit to my workout center, I noticed an issue I wanted to comment on. When I asked how I could get in touch with management, I was surprised to be directed to a far corner where comment cards and the dusty comment box were located. Why was my upscale workout center still using an antiquated method for obtaining customer feedback? After asking for a pen, I completed the comment card, including my contact information. It took about 15 minutes of my time to find and complete the card. Then I waited to be contacted… I’m still waiting....
Have you ever been irritated by a business that has a special offer available only to new customers? It is especially bothersome when the result is that the new customer is getting a better deal than than the current one. What a way to reward those who are loyal customers of a business! “New customer only” offers feel like a punishment to the loyal customers who have been frequenting a business for quite some time. Recently I was at an event and saw a lady behind a table calling, “Free umbrellas!” I could always use a new umbrella, so I ran right over. Well come...
I was at my pharmacy recently when I witnessed a great customer service experience! Watching the situation unfold reminded me of basic but critically important customer service skills I emphasize with my touch point employees. An elderly woman struggled to walk into the pharmacy and make her way to the pick up window, right in front of me. She thought she had a prescription filled and waiting for her. As it turned out, there was no prescription waiting. The pharmacy tech looked in several places for the prescription, including the online system, but didn’t find anything ready for the woman....
