What Makes For a Great Customer Experience?


There are many key factors that make up a great customer experience. Just about every blog post, article  and handout, regarding customer service, will say the same thing. First, you need to fill a customer’s need or “solve their problem”. Give them what they need, not what they want, some will say. The customer knows best, is another common false statement, in many cases. There are, however, many customer service professionals who will come out and say, “No. The customer is notalways right.” So, let’s take this nice and slow and break down what exactly makes for a happy customer, who gets what they want, what they need and walks away happy. A customer who will return for more of what you have, as well as sing your praises to their friends and family. Isn’t that what we all want?

We will explore these 6 pieces to the pie, that make a whole great customer experience.

1Delivering great customer service before you actually interact with the customer, should be on your to-do list every day. Have you made a mental, or physical, note on how your most memorable customer interactions have gone? The negative ones deserve greater attention. Why? Because these experiences do not need to be repeated. Take your feelings and emotions out of the equation and really think about what the customer said. What made this particular experience one to remember, for both of you. What can you do to ensure this doesn’t happen again?

2. Our time is our most valuable asset, so be as efficient as possible, for both you and the customer’s sake. Please be mindful of this when dealing with customers in person, on the phone and even on the internet. In person, have systems in place to answer the most frequently asked questions. If getting an answer or solution may take a little time, don’t hesitate to get the customer’s contact information, with full details of what they need, and ask them if you can get back to them. AND GET BACK TO THEM ASAP! Most people will respect you for doing this, rather than keeping them waiting. 

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The #1 business model that always comes to mind when I think of this, is hair salons. These shops overbook so much that, even if you have an appointment, you will wait 20-30 minutes to get in the shampooers chair. Once your hair is wet, what are the odds that you’ll walk out after waiting another 30-45 minutes to get in your stylist’s chair? Slim to none, right? I once waited (literally) 3 hours! My hair was hardly wet by time I got to my stylist’s chair. I was livid! But, unfortunately, many of us are conditioned to expect and tolerate this kind of service. Needless to say, I haven’t been in a hair salon in about 6 years, Lesson: Respect your customer’s time. Read more

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