First, a moment of silence.
I flew back to NY from Arizona arriving at 7:17am, nineteen years ago today. From the airplane window, the day was crystal clear – the most perfect early fall day. Until. Until we saw those towers fall and those people jump and those firefighters try.
And for at least one silent moment today, we remember them.
Fast forward to the middle (maybe), beginning (maybe), end (dear lord, please) of this pandemic.
There is no going back, yet the good news is, those who survive and thrive always find a way to go forward.
It has never been more important to the customer experience, repeat business and smart business to:
Communicate, Communicate. Communicate.
Be authentically empathetic
Create emotional certainty.
Stay away from platitudes, condescension and pretense.
In other words, don’t do this:
“We hear you, and thanks so much for letting us know. We value your feedback, as it helps us to improve every day. Please leave this with me and I will get back to you with a solution shortly.”
“We hear you.” No, no you don’t. If you did, you would have picked up the phone or already solved my problem.
“We value your feedback, as it helps us to improve every day.” My job isn’t to help you improve. Your job is to take care of me.
“Please leave this with me and I will get back to you with a solution shortly.” Don’t be a pest. We’re doing the best we can. Cool your panties and wait for me.
Could this email be any more self-centered?
Love them. Serve them. Take care of them. This customer service message provides none of that.
Take care of your customers and they’ll love you for life. Take care of yourself and good luck to ya’.
“Thanks again for reaching out. If you have any other questions or need further clarification, please do not hesitate to contact us.”
Do. Not. Ever.
If you think they may have other questions or require further clarification, pick up the phone. At the very least, write a more helpful email.
Your customers’ happiness is not secondary. It is the only thing that matters to them and it’s the first thing that should matter to you. Pandemic. Or not.Before you go…
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PS. What comments, ideas or stories do you have to add to today’s post? You can do me a huge favor by adding your insights and comments, or forwarding the post. Thanks for your help!