Consider what your customer service journey, or as I like to say, what your customer experience looks like, and more importantly what it feels like for your client or customer.
How can you elevate your service, we all serve in some way, don’t we?
Reflect on the times you had a great experience as a customer and then an experience that wasn’t enjoyable. Ask yourself what was the difference. Why did you enjoy one and dislike the other? How did you feel on each occasion.
Ask yourself how do I show up in my business? Do I need to take a walk around the block or take a few deep breaths before stepping into my workspace? Likewise on getting home, leave all of the day’s stress at the door, with a deep conscious breath.
We live our lives through our five senses; consider all of them when you visualise what your customer sees – hears – smells – touches – and if you offer drinks or food.
Make sure your premises are always clean. Is everything is tidy? Are the bins emptied, chairs comfortable, is the entrance way clean? Your signage, is it clear and easy to understand? Is your social media presence coherent and on-brand?
Set yourself apart from others in your industry by ‘showing up’ as the expert or specialist.
Understand what problem you solve for your avatar client, and how they would feel if you delivered a perfect, wrap-around service. Aim to make it effortless for them to do business with you.
The satisfaction level of those customers is your walking talking billboard. What does it feel like to interact with you, and your business? How does your customer feel? It’s this memory your customers will remember over and above anything else including the cost.
“I have learned people will forget what you said, people will forget what you did, but people WILL remember how you made them feel” – Maya Angelou.
Join us for our next Business Taster Session this Thursday, September 14 at 9am at The Omokoroa Boat Club, to hear from Kymberley Carter-Paige from Anxiety No More. She will discuss how our own triggers can how we interact with our clients.