One Critical Question to Ask Yourself Every Day

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.

More Resources

Unable to open RSS Feed $XMLfilename with error HTTP ERROR: 404, exiting

More Customer Service Information:

Related Articles

What You Need to Know About CRM
1. It's all about the customer.
How CRM Software Works -- Creating Customer Satisfaction with a Click
When people ask, "What is CRM?" the literal answer is, "Customer Relationship Management," but that doesn't really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential and is user-friendly enough to expand and grow as a customer-client relationship changes and grows.
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy.
CEM Can Improve Customer Loyalty
'A 5 percent increase in customer retention increases profits by 25 to 95 percent.''The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped .
What Every Employee Should Know About Putting Positive Phrases Into Customer Service
If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?* I'm sorry. I didn't get that.
Doors by Catering to Your Clients
Clients? they are the most important influence in the success of any business. It is vital to keep them satisfied and happy.
The death of customer servie
The other day a reporter call to interview me on the "Death of Customer Service". My first reaction was to deny that charge and claim that customer service is very much alive and well.
How To Keep Your Customers Coming Back -- Understanding Customer Retention
Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base.
Stay - Say - Pay
Would you like to have customers that stay with you anddon't buy from your competitors?Customers that say nice things about your business to otherpeople; pay you on time and accept the fact that you might be a bit more expensive thenother suppliers?Of course you do but how do we perform this miracle? It'sdead easy really; you only have to consider two factors: be Reliable and be Likeable.It almost goes without saying that it's vital to have areliable product or service.
The Importance of Good Customer Service
Do you have good customer service? Even for your free giveaways?I have been thinking over the past couple of weeks why some WAHP's have trouble growing their business. They host chats or do online parties.
Mexico: Online Ordering-Dont!
I got it into my head sometime in December 2004 that I wanted order a laptop computer. I thought I would get one from the hugely popular computer company that allows you to call their 800 number and custom order what you want.
A White Paper: Profiting with Kindness
In 2002, there wasn't much interest for Kindness in business, and some business people would question, "What does kindness have to do with business, anyway?" Is this a for real question or just to prove a point? Or perhaps they couldn't figure out what being kind really had to do with business. Or perhaps the word was a jargon word, an unfamiliar language.
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your products? Are you professional and well organized or does your store/site/whatever scream, "sloppy!," to those who matter the most: your customers? Let's see how one leading retailer is winning the sales war, but losing an important battle: store organization.WalMart is dominant in so many categories with the various products that they sell.
6 Reasons Why Complaining Customers are Golden
With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business.
Dealing with Difficult People
1. Don't get Hooked !!!When people behave towards you in a manner that makes youfeel angry, frustrated or annoyed - this is known as a Hook.
Carpet Cleaning in Surrey
Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these.
How To Use Your Current Customers
Jay instructed a customer of his to offer a rare coin collection to new customers for just $19. He was actually losing a couple of dollar on every sale! But .
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.Top-notch customer service is the most important contributing factor in the success of your business.
Restaurant Owners - How Important are People Skills?
You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect.
The Consumer Power
While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.