Satisfied customers defect all the time, and if you want to derive competitive advantage from the product or service experience you offer, it’s not enough to satisfy people–you need to impress them. That’s what success in business really comes down to: Delivering experiences that people don’t enjoy just in the moment, but also remember well into the future.
Recap commitments at the end of an interaction
To end on a high note, conclude calls, meetings, e-mails, and any other type of interaction with a recap of what specifically you’re committing to do to help the person you’re serving.
- This will instill confidence in your customer, showing them that you have everything under control
Surprise people with your responsiveness
People often like to create the illusion that they’re busier than they are, so they sit on that e-mail, text, or voicemail for a while, making their customer or colleague wait.
- A rapid response alone, even if it’s just acknowledging receipt of an inquiry, can make a striking impression.
Greet customers within 10 feet or 10 seconds
The simple act of making eye contact and acknowledging the customer with a prompt and courteous greeting sends an important signal: We care about you and your patronage.
Set clear, time-based expectations
Don’t promise to get back to people “soon” or “shortly,” because those terms mean different things to different people
- Avoid ambiguity by proactively communicating a specific time or date when you’ll be in touch, and then honor that commitment
Take ownership with five simple words
“I can help you with that.”
- To the person on the receiving end, it’s a signal of ownership and advocacy–an indication that someone is taking personal accountability for addressing their needs.
- It makes customers feel heard, understood, and cared for–emotional cues that help cement the memory in their head.
