[This article was written by Dawn Castell.]
All too often we think of our customers simply as consumers of our product or service. The truth of the matter is that we are also consumers and we work dynamically in concert with our customers, consuming their needs and expectations while allowing them to direct our performance in a manner that will exceed their expectations. Because honestly customer reviews are based mostly upon whether or not their expectations were met,exceeded, or not met at all. As you increase your employee engagement with the company the more you will be able to perform better as a company
Customer satisfaction has a heavy bearing on how your company is perceived, Therefore the profitability of your company is directly related to customer satisfaction. Since customer satisfaction is directly related to whether or not their expectations are met it’s safe to say we need to be consumers of the needs of our customers as well as masters of interpersonal communication. Transparency is important in the sense that it will direct the perceptions of your customers towards reality. We can think about customer expectations as low and high. Customers with high expectations will be more difficult to satisfy than those with low expectations. In fact it is quite possible that a customer with low expectations comes in and has a relatively worse experience than one who comes in with higher expectations however the customer with initially lower expectations predominantly will be more satisfied in the end. Instances like these are the reason why we must instill in our workforce the need to be transparent in our communication. That way we can bring such customers expectations back to reality.
In most cases customers who physically come into your establishment are social creatures and want to be there personally. Therefore it is more likely that they are there in person because they appreciate the personal interactions associated with going in the flesh. We live in a world where impersonal is the primary form of consumerism. People have the ability to log on to the Internet, find exactly what they’re looking for and purchase it without ever having to deal with an actual person. Therefore if they physically step foot into your establishment it’s safe to assume that they are there for the service you can provide them and in effect how you provide it. You can actually perform your job well but if your service doesn’t meet their expectations they can leave feeling unsatisfied. Therefore your workforce in its entirety needs to adopt specific principles used to increase satisfaction based on the service you provide them. There are techniques to be taught in the form of initiatives which when rolled out and adopted in their entirety can increase overall satisfaction.
The following are techniques which can be used to help bring personal connections to your customers in an attempt to deliver superior customer satisfaction. One technique is called eye to eye. In this technique you are supposed to bring yourself to your customers level whether they are sitting, standing, or kneeling. The idea behind this is to bring relativity to the conversation by locating yourself at their eye level which promote face-to-face communication. Another technique is called walk this way. The goal of this technique is to prove to your customers that they are worth your time. If someone appears to be lost you are to go out of your way to help them and make sure you he and deliver them to the department that they are looking for. We are not going to simply tell them the way to go we will show them the way to go by bringing them there.
Although there are many more initiatives which can help bring up your customer’s satisfaction levels these are the most basic and important ones. The emotions affected by these initiatives are fundamental to increasing satisfaction at its core. Once adopted by your workforce measurable increases in satisfaction will prevail.