Imagine your company’s customer experience as a flipbook. Remember flipbooks, a boklet of a series of pictures that changed slightly from one page to the next so that when you thumbed the pages, the pictures appeared to animate. If one of those pages were upside down or blank, you’d actually go back to each page and find out if, in fact, one of the pages was defective. Of all the pages in the flipbook that were right, you focused on the one that was poor. It is no different for a customer interacting with your company. While most of the interactions with you and your staff were good, it only takes one associate to taint the entire experience.
So define each touchpoint and remove any potential dissatisfiers. As I conducted customer service seminars, I’d ask the audience to “think like the customer” and write down what dissatisfies them. Over the course of the seminars, I collected a long list of customer dissatisfiers. They are found on my website at billquiseng.com under Presentation Handouts. Download the list and if they could pertain to your company, then find a way to eliminate it. If you want to start creating your own list of potential dissatisfiers, then start asking your customers, “Is there any ONE thing we could have done to make your experience more enjoyable?” Each one of those answers is a dissatisfier. If you ask 100 people you certainly will get a list of potential dissatisfiers for any returning or future customer.
Eliminate even the smallest potential dissatisfier. For example, one of the key touchpoints is the arrival experience. The potential dissatisfier is that the person who has first contact does not consistently smile, maintain eye contact or greet each customer. Even if that associate does it 97% of the time, there are 3 out of 100 who will be dissatisfied with the arrival experience. So fix it. Now that you have made sure that the front line associate knows to smile and make eye contact with every guest, then scrutinize the greeting. Is the first contact associate greeting the customer with “May I help you?” Believe it or not, that is a potential dissatisfier. Why should it be considered a forbidden phrase? If they are in your establishment, they obviously need help. Think like the customer. Do you walk into a bank with absolutely no intention? Of course not. You are there for a reason. So the first contact person should greet each customer with “How may I help you?”
So the first step in “how to wow” is to define each customer touchpoint. Then scrutinize each one to define if there is a potential dissatisfier and remove it.
By Bill Quiseng
Bill Quiseng, Chief Experience Officer at billquiseng.com, is an award winning writer, blogger and professional speaker in the areas of customer service for front-line associates and associate engagement and leadership for managers. Bill's blog offers tips to improve your company's customer experience. His Facebook page and tweets are your #1 source for practical tips, insight and inspiration from various sources to improve your personal delivery of customer service.