What is the Experience in the Eyes of Your Customers
What is the Experience in the Eyes of Your Customers
Responsiveness
Stop and think about the good and bad experiences you have had with traditional “bricks and mortar” businesses. Are there lessons to be learned and applied to our Internet business?
I recently waited to be seated for breakfast in a large hotel. At least seven employees could see me, yet no one acknowledged my presence. By the time they came to seat me, the restaurant already had one strike against it. By contrast, at lunch when I got in line at a local sandwich shop, several workers greeted me and assured me they would be right with me.
Have you ever seen a sign on the back of a restroom door that shows the time and frequency it was inspected and cleaned? I have seen many that show hourly inspections to insure they are in good condition for customers.
What about calling customer service at the cable company,bank or cellular phone company? They ask you to provide your personal information and your account number. If you are transferred, they often ask for this information again and again. By the time you get to the right person are you frustrated and ready to explode?
How do these everyday examples apply to internet sales? Do you promptly acknowledge your customers and let them know right away that you are going to help them? Who do you think they will be happier with, the dealership that is prompt and courteous or the one that makes them wait?
If the Internet is our workplace, do we constantly check it to make sure it is “clean, properly stocked and operating” at least hourly?
When our customers arrive are we ready to service them or do we make them restart the entire transaction like we have never communicated with them?
The difference in average results and top level results is in the execution of best practices. Are we timely? Are we responsive? Are we prepared to do business? What does this mean? Respond to 100% of your leads. Make direct contact. Do it now. Be ready to sell and deliver the product when the customer arrives at the dealership. If you do this all the time, you are on your way to success.
Selling and customer service are not new concepts. If you want more insight on how to improve, notice what distinguishes good customer service from bad customer service and then apply it in your digital world.
Replies to This Discussion
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Permalink Reply by Tony Mento on
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Right on target Manny. Mom always said "do unto others as you would have them do unto you". Obviously it was not only a great life lesson, it was a great business lesson too!
Also, love your little picture. Plan on using it if it's alright with you! -
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Permalink Reply by MANNY LUNA on
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Thanks Tony!
And YES YES you can use the picture!
Tony Mento said:Right on target Manny. Mom always said "do unto others as you would have them do unto you". Obviously it was not only a great life lesson, it was a great business lesson too!
Also, love your little picture. Plan on using it if it's alright with you! -
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