Toolkit 4: Add value to the customer experience
In brief, to add value to your customer's experience follow the FOUR golden rules.
- Take personal responsibility for satisfying the client.
- Work with the customer to create options, search for alternatives, and do some joint problem-solving.
- Identify resources that can be brought to bear on the situation.
- Fix things. No finger-pointing or runarounds.
- Even if you can’t give what the customer wants, give as much as you can. You can always help in some way.
Make the customer feel special
- Give more than the customer expects - in the way you relate, and the way you try.
- Approach each customer as if he or she were your only customer - as if this were a person you must get to know, satisfy, and keep happy.
- Instead of taking customers for granted, over-deliver in the way you serve them.
- Make them feel important
Listen and understand
- Identify the customer’s concerns, wants and needs.
- Ask questions.
- Get the facts.
- Listen carefully.
- Try to read between the lines.
- Determine what’s missing - what it will take to gain the customer’s loyalty.
- Read nonverbal messages.
- Go looking for trouble.
- Welcome bad news.
- Look for such openings as the really difficult customer, the hairy problem, or the big foul-up. These give you a chance to be a hero.
Deal with the uniqueness of the situation and add value
- Figure out how this customer is different from all the rest.
- What’s unique about the person? How is this particular situation special?
- Customize your approach.
- Try to be creative.
- Think of unusual customer requests as opportunities to leave a lasting impression