When your employees talk to customers on the phone do they feel more important than the work that isn’t getting done?
When your employees respond to your customers via email do they feel valued?
I want to emphasis the word feel because that’s how people remember. They remember how they feel after an experience with you and your employees.
If your customer doesn’t feel loved they regret doing business with you, they don’t come back and very importantly they don’t tell their friends about you.
Candace Viste says
Yes, it’s all about the way you make them feel. This must begin with the way you feel about serving your customer and then be demonstrated through your desire to understand their need, rather than listening just to get a reply ready. Appreciation for the whole person you are serving will foster the gratitude you have for their patronage 🙂
The timing of your post is exceptional as I’ve just managed an encounter with a client who experienced a significant misunderstanding and was feeling quite unappreciated by the receptionist who took her request. I believe in and strongly encourage a partnership with every client and customer, where we are each accountable for our interactions with each other. In the ensueing exchange, we have found our common denominators: being heard, appreciated and served in a fair and respectful manner; thereby eliminating the feeling of seperation!
Karl Staib says
Hi Candace, You nailed it. Too often we forget the importance of how people feel after they interact with us. When we make sure that they leave satisfied and happy is the best way to increase your word of mouth referrals.