Lately I've encountered too many small businesses who don't seem to understand what it means to "take care of your customers". It seems that too many businesses fail to communicate to their clientele and treat them with respect. It's been a frustrating experience to say the least!
I contracted with a tech guy who promised me completion of a project by Wednesday, then Friday, then Sunday. When nothing came through on Sunday and I inquired about the status and was informed that he was "too busy". Never mind the fact that he failed to communicate that to me earlier. Instead he kept telling me it would be done and pushing out the date. In the end, he decided he was too busy to complete the project for me and recommended that I find someone else to do it. All he did was waste my time by putting me off for 1 1/2 weeks. You can bet he won't get my recommendation!
Or how about my experience with a service provider who encouraged online scheduling. I went ahead and scheduled my services only to get an email saying that if I was using a GroupOn coupon, it wasn't valid for online scheduling. No where on their website does it say you can't schedule services if you're using a GroupOn coupon. Then when you call the business, all you get is an answering machine! Very frustrating.
The morale is to treat your customers as you would like to be treated. If you do that, you'll be sure to shine!
Showing posts with label customer experience. Show all posts
Showing posts with label customer experience. Show all posts
Monday, March 28, 2011
Monday, June 22, 2009
Customer Service - A Differentiator
During these uncertain economic times, one thing that continues to amaze me is how some businesses seem to have forgotten basic customer service skills. You would think that now more than ever, they would be concerned about keeping their customers happy. After all, satisfied customers are returning customers and a referral source for the business.
This past weekend while visiting some elderly relatives who are still living at home, I saw two examples of customer service. One woman stopped by to deliver some supplies. It was clear from her body language and verbal language that all she wanted to do was have the delivery signed for and she was out the door. She had no desire to talk, even for a few minutes. We were in the kitchen when she came and she had left the supplies in the living room. After she left, we realized she had brought the wrong supplies! So, another phone call and another delivery had to be made. This was a frustrating experience.
The other example was a nurse's aide that stopped by to check on the relatives. She clearly loved her job and formed a relationship with her clients. She not only conducted the business that she needed to do, but she took the time to talk. Her work load that day was double what she normally had because meetings the prior day prevented her from seeing her clients. But, that didn't prevent her from taking the time to make these elderly relatives feel important. Her comment was "I take as much time as needed with each of my clients. If I have to work until 8 pm tonight, to get the job done, then so be it."
I was so impressed with this woman. I complimented and thanked her for caring. I told her that it was rare to run across someone who cared so much and let her know how much I appreciated it. She's the kind of employee I want on my team!
What kind of employees do you have? Are your employees projecting the brand image that you want? With unemployment so high, employers can be choosier. No need to hang on to employees who have a bad attitude or don't really care. There are probably lots of people who would gladly do the job!
Katie Wacek is the President of Sandia Mountain Marketing, a marketing consultancy that provides strategic and tactical marketing expertise to small- and medium -sized companies, professional service firms, and thought leaders throughout the United States. Learn more.
This past weekend while visiting some elderly relatives who are still living at home, I saw two examples of customer service. One woman stopped by to deliver some supplies. It was clear from her body language and verbal language that all she wanted to do was have the delivery signed for and she was out the door. She had no desire to talk, even for a few minutes. We were in the kitchen when she came and she had left the supplies in the living room. After she left, we realized she had brought the wrong supplies! So, another phone call and another delivery had to be made. This was a frustrating experience.
The other example was a nurse's aide that stopped by to check on the relatives. She clearly loved her job and formed a relationship with her clients. She not only conducted the business that she needed to do, but she took the time to talk. Her work load that day was double what she normally had because meetings the prior day prevented her from seeing her clients. But, that didn't prevent her from taking the time to make these elderly relatives feel important. Her comment was "I take as much time as needed with each of my clients. If I have to work until 8 pm tonight, to get the job done, then so be it."
I was so impressed with this woman. I complimented and thanked her for caring. I told her that it was rare to run across someone who cared so much and let her know how much I appreciated it. She's the kind of employee I want on my team!
What kind of employees do you have? Are your employees projecting the brand image that you want? With unemployment so high, employers can be choosier. No need to hang on to employees who have a bad attitude or don't really care. There are probably lots of people who would gladly do the job!
Katie Wacek is the President of Sandia Mountain Marketing, a marketing consultancy that provides strategic and tactical marketing expertise to small- and medium -sized companies, professional service firms, and thought leaders throughout the United States. Learn more.
Friday, April 24, 2009
Creating a Customer Experience
Recently I went into an Apple store and bought a MacBook. In my opinion, Apple does it right. They have created a customer experience that is positive, engaging, fun, and painless. The sales staff was knowledgeable and patient. I've been a PC user and was concerned about the learning curve transitioning to a Mac and the compatibility of sending files to PC users. They answered all of my questions and mentioned one on one training that I could take to shorten the learning curve. After completing the sales transaction, the rep helped me complete the rebate online! Within a week I had a $100 rebate check in hand. Incredible! I have never 1) gotten a rebate check that quickly and 2) had a major purchase handled so quickly and efficiently.
When I got home I took the MacBook out of the box and within minutes I was connected to our wireless network and was up and running. I was pleasantly surprised at how easy it was. The packaging of the MacBook was very impressive, as well. Apple seems to have thought through all the details of the customer experience.
It’s no wonder that Apple posted a 15% increase during Q1 2009, in spite of the recession. Yes, I realize the growth was primarily in IPhones and IPods and that the computer sold dropped slightly year over year, but, the fact remains that Apple seems to "get it" when it comes to creating a customer experience.
When I got home I took the MacBook out of the box and within minutes I was connected to our wireless network and was up and running. I was pleasantly surprised at how easy it was. The packaging of the MacBook was very impressive, as well. Apple seems to have thought through all the details of the customer experience.
It’s no wonder that Apple posted a 15% increase during Q1 2009, in spite of the recession. Yes, I realize the growth was primarily in IPhones and IPods and that the computer sold dropped slightly year over year, but, the fact remains that Apple seems to "get it" when it comes to creating a customer experience.
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