What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones. We told the young man who greeted us that we had only one question: is this phone compatible with the database software we intend to purchase? "I don't know," he said, "Most customers do the research on this before they come in." We politely requested that if he didn't know, he find the answer. He told us we could call the company ourselves, that he didn't have time to be put on hold with them. As you can imagine, we left without spending what we felt was a significant sum of money. And of course we've told at least 10 other people about the disappointing service at that particular store.
So here's a question to ask yourself every day: how does our business need to look and act in the way the customer needs it to look and act? What would happen if you thought through and walked through every step of the process from your customer's point of view?
Here are a few thought-provoking questions for you and your employees to consider:
- What does our customer need, not just in terms of our product ? what kind of experience does our customer need?
- What is it like to be our prospective customer?
- What do our customers see, read or hear about us?
- What are other customers saying about us?
- What experience our customers have when they call our business? (By the way, women hate layers of voice mail, they want a real person. And there's nothing worse than reaching the voice mail system that asks you to enter "the first four letter of the person's name." What if you don't know the name of the person you need to speak with?)
- What if our customers' first experience with us is electronic, through our website or email? What impression do we make?
- What is our customers' first meeting with us like? Are they comfortable, are they made to feel welcome?
- Do we ask questions to try to understand their needs before trying to sell them something?
- Are we asking about their expectations or making assumptions about what they want?
- What is our process for giving them a proposal?
- How long will they wait for an estimate?
- Will the project be ready on time, as promised, and at or under budget?
- Is it easy, relaxed, and efficient to do business with us?
- Is it frustrating? Where are the points of irritation?
- What does our customer experience once they become a customer?
- Is it predictable, reliable, rewarding, convenient, and consistent?
- What is not just adequate but over the top spectacular? How does that look and feel to our customers?
I invite you to play this game in your business?pretend you're a customer. Get your employees, friends and customers involved. See what your customers experience from their eyes. Or better yet, survey your customers and ask them what it's like.
And ask yourself this one critical question every day?how does our business need to look and act in the way our customers need it to look and act?
Let me know what you discover!
© Copyright 2005, Darcie Harris
Darcie Harris is co-founder of EWF International®, an Oklahoma based firm providing peer advisory groups for women business owners and executives. EWF International® franchises are available throughout the Southwest. View this article and others at http://www.ewfinternational.com.
![]() |
|
![]() |
|
![]() |
|
![]() |
There are five techniques that have been proven to be... Read More
Many years ago, I was a first year apprentice assigned... Read More
What customers really want can be divided into two areas.Firstly... Read More
Unless you are brand new to business, or have been... Read More
As I waited for an answer to my VCR inquiry... Read More
Improving customer service starts at the top - with us... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
When conducting a training session about customer service, I always... Read More
"Every company's greatest assets are its customers, because without customers... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
Welcome to the inaugural issue of Human Tech Tips --... Read More
Jay instructed a customer of his to offer a rare... Read More
Our challenge as the business owner/sales person answering the telephone,... Read More
Regardless of what business you are in - you are... Read More
As someone who has been heavily involved facilitating strategic planning... Read More
Running a successful business takes a lot of energy and... Read More
It's just a simple thing ? I bought a new... Read More
Whether you are a seasoned small business professional, or you... Read More
According to customer service studies by marketing gurus of the... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
With all of the calendars and PDA's and lists I... Read More
A general counsel of a large international consulting firm told... Read More
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
Have you ever wondered why you often find a coupon... Read More
While most companies talk about consumer friendliness, customer centricity, customer... Read More
What happened to the old saying, the customer is always... Read More
Recognize metaphors from every angle and round up more insight... Read More
Note to Kmart: It wasn't about the weatherIn the 1970s... Read More
Quest for new clients shouldn't ignore those who pay the... Read More
You have no doubt heard the saying that the customer... Read More
It's possible that in the course of your business dealings,... Read More
Different people call their Customers by different names. If they... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
Those of us in home based and small businesses are... Read More
Whether you are a seasoned small business professional, or you... Read More
Landing a new client is like courting a potential spouse.... Read More
This article offers five ways to help you deal with... Read More
If you want to last a long time in business... Read More
Outsourcing seems to be the new-new thing and approximately 50%... Read More
It might sound quick and simple, to say how well... Read More
Corporations in every sector are spending more than ever before... Read More
If you were a customer on the telephone with a... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
Q: I'm so sick of you so-called business experts always... Read More
Given the choice of dealing with a positive, upbeat employee... Read More
Last night I was at my computer and a Skype... Read More
Different people call their Customers by different names. If they... Read More
In a strange juxtapositioning of articles, this month's UK '... Read More
Do you need greeters or should you avoid them? That... Read More
Oh, what has happened to the carbon-based organizational interface? Many... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
When you own a business, you may find yourself in... Read More
In the competitive world of the 20th century, we generally... Read More
Reality is not always pretty. But here is a tad... Read More
"Hi this is Randy. Leave me a message after the... Read More
You have no doubt heard the saying that the customer... Read More
Remember trading stamps? If you're over 40, chances are you... Read More
Ever notice how customer service varies from store to store?... Read More
How often have you left a meeting with a customer... Read More
May people these days have a problem with mounting debt.... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Have you ever walked into a store and things looked... Read More
It's bound to happen sooner or later ? yes, even... Read More
Yesterday I went to buy a sandwich at a franchised... Read More
Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More
The salesman's job is to be well informed; extremely well... Read More
Customer Service |