You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service experience you provide to your customers? Does it get a regularly scheduled check-up that touches the entire customer journey through your organization? If so, who gets to view the results of the check up and who is responsible for corrective action?
We have been working to create a short, but important check-list to review how you are doing. Asking the customer to say “ah” (a.k.a., soliciting feedback) and checking various test results (like complaint analysis, FAQ responses and survey results) can add to your smart preventive maintenance. Here’s a “baker’s dozen” check-up questions to get you started. Add your own to tailor your list.
- Does the service have sufficient consistency that customers can trust it is repeatable and not some serendipitous fluke? Does it leave customers feeling secure?
- Is the service to customers given in a way that clearly reflects a wholesome and generous orientation or attitude?
- Do customers believe the organization or unit listens to them more deeply than almost any organization or unit they can think of?
- Does the service anticipate the customers’ future needs leaving the customers feeling the organization or unit can read their minds?
- Are customers invited to partner with your organization to develop innovative new products and services?
- Is the interpersonal engagement with employees so unforgettable that customers think positively about it again and again?
- Are customers given an opportunity to participate in a fashion they would not have expected?
- Are customers given a chance to learn more simply through their encounter with the organization or unit?
- Do customers comment on how the organization or unit is almost always super comfortable to do business with?
- Are customers regularly giving your organization a big positive “shout out” on their favorite social media channel?
- Do customers feel free of dissonance and anxiety when dealing with the organization or unit?
- Do customers witness employees perpetually improving service?
- Do customers think employees have more fun than other people?
- Do customers ever view the service experience as distinctive and not the usual “beaten path” approach?
- Does the service make other service providers in similar circumstances think, “I wish we’d thought of that?”
Be sure to check out Chip’s recent post; https://www.chipbell.com/blog/stopping-for-customers/