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.
![]() |
|
![]() |
|
![]() |
|
![]() |
Customer support is very important when you're running a business,... Read More
What kind of image do you present when marketing your... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
Is the special treatment you designed specifically to keep customers... Read More
Which is more important the technology or the customer?The one... Read More
In a strange juxtapositioning of articles, this month's UK '... Read More
Customer retention is vital to a business. If you cannot... Read More
I call it the "wave and roll."You walk up to... Read More
Corporations in every sector are spending more than ever before... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More
It is important to remember that the customer doesn't necessarily... Read More
When all else fails in your company to meet the... Read More
If you have integrity, nothing else matters. If you don't... Read More
Go into many businesses today and try and get service,... Read More
You are serving great food. Your establishment is new, spotless... Read More
Are wholesale buyers and retail customers really different? Frankly, there... Read More
If you're like me, you've had plenty of experience with... Read More
A few weeks ago we conducted our annual "Customer Experience... Read More
In 2002, there wasn't much interest for Kindness in business,... Read More
The world of customer service is rapidly changing. Thirty years... Read More
My regular readers will know that one of the things... Read More
I will not make sales. I will make Customers.I will... Read More
If there was a restaurant in your town that was... Read More
Millions of people, just like you, end up with a... Read More
Delight = Customer Expectation plus 1. This was the simple... Read More
Customer service today is getting worse. Win customers over and... Read More
Every business loses customers, but not many do much about... Read More
You want customers. I want customers. We all want customers.... Read More
Do you remember the last time you went into a... Read More
1. Stay in contact with customers on a regular basis.... Read More
Have you ever been in a department store and known... Read More
A general counsel of a large international consulting firm told... Read More
Remember trading stamps? If you're over 40, chances are you... Read More
After years of flying below the radar in the magazine... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
What is one of the greatest ways to add value... Read More
Homebuyers are an interesting study. Watching people make their home... Read More
I got it into my head sometime in December 2004... Read More
I hate to sound like one of those cheesy get-rich-quick... Read More
Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More
I spent some twenty years in the corporate world, for... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
In today's highly competitive economy, it is difficult to maintain... Read More
It never fails to amaze me how many companies have... Read More
This morning I was having breakfast with my good friend... Read More
Background The company was experiencing an increase in the number... Read More
It's just a simple thing ? I bought a new... Read More
Customer service is increasingly seen as one of the most... Read More
Customer service is the pits, you say. You are not... Read More
Why bother? Good customer service is the life blood of... Read More
"I am writing to complain about the widget I bought... Read More
Have you seen that thing on TV where the gal... 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
A few months ago, I wrote about ingenious styles of... Read More
It's bound to happen sooner or later ? yes, even... Read More
Have you ever walked into a store and things looked... Read More
With the growing number of people in every business sector,... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
When you make a mistake with a customer, should you... Read More
"Every company's greatest assets are its customers, because without customers... Read More
If you have integrity, nothing else matters. If you don't... Read More
Winning Customer ExperiencesMuch research has been done on what the... Read More
Do you remember the last time you went into a... Read More
Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More
Customer Service |