Have you ever wondered why we move to the complex end of the spectrum at the beginning of solving a problem? I certainly have, especially after making the mistake myself. You must build customer relationships.
In the field of designing positive experiences for customer relationship building, there will certainly be many designs that will take some serious thinking. But hopefully not at the expense of the little things you can do to build customer relationships. Such as what you may ask?
The customer engagement checklist starts with a foundation of little things that, when not done well, can make the more complex customer experience design actions a moot point.
There’s a passage in Ernest Hemingway’s 1925 novel, The Sun Also Rises, in which a character is asked how he went bankrupt. “Two ways,” he answers. “Gradually, then suddenly.” The quote has since become emblematic of how a crisis takes shape. First with small signs you hardly notice and then with shocking impact.
Let’s examine a checklist of these ‘little’ items that Digital Spark Marketing recommends to its clients:
Acknowledge that I am there … as soon as possible. If you are busy with another customer, inform me you will be with me shortly.
Be personable … smile and introduce yourself.
Know more than your customers do … about your products and services. Always assume they have done their own homework and product research. If you don’t know, DON’T BLUFF, but do offer to do some research.
Don’t sell … use your knowledge and experience to help customers decide.
Listen to them well … and make sure you understand their question(s).
Help them complete their visit quickly … and hopefully, without seeking other help, or ‘handing them off’.
Be easy to work with … and exceed expectations whenever you can. If your business doesn’t have what the customer wants, off alternatives, including other businesses.
Be honest … and if you don’t know say so.
Always … do what you say (promise).
Follow through promptly … and keep them informed until you can close.
These are not things that we do not already know, of course.
Yet these little things list simply reminds us of what we already know but may have forgotten. Then it is up to us to put these lessons (or reminders) into daily use through persistence and practice.
Customers … any adders to this checklist?
Businesses … do you refresh this checklist with your staff frequently?
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