Yesterday I received a phone call from a client. Apparently their receptionists phone was broken. Now they don’t operate in a normal manner where there is a receptionist that runs a switchboard. But needless to say it’s important for everyone in the office needs to have a working telephone. The issue was resolved in short order but the root cause left me a little puzzled.
The surest way to kill your customer experience is to blow the ending. Not finishing strong. I was at a restaurant last night. The service was good. The food was okay. To be honest, it was a less than stellar experience. But here’s the thing. It wasn’t that bad. It’s likely I would have gone back to try something else on the menu. But then just as you’re leaving there’s a container filled with mints that says five cents per minute. I pointed it out to my wife who was like… What?
I was taught that there are three types of businesses. Knowing which one you are can help you to make better decisions about your business. Now it is entirely possible that there are more than three types of companies. But I was taught that there are three and so here we go. The three types of companies.
Engaging your community for answers is awesome. Yesterday I was looking for a specific model of printer. I currently have a client that’s looking for a new printer and it just so happens that another client has that printer model. So I called a client with the printer I was looking for and asked them a few questions about it.
Someday’s in spite of all your best efforts—you come up short as an expert. Sometimes your answers are not the best answers. Sometimes your advice is not the best advice. Sometimes you fail at meeting the expectations of others. It’s fair to say, that this road we call life, can be challenging sometimes.
Last week we had a handful of customers over to our office to provide video testimonials. It was interesting to hear everyone share what our business means to them. One big takeaway for me was this. We try to provide every client with the same great experience. Even so, with all the work that we put into creating a consistent customer experience.
I was talking to a client yesterday and she said that our company is like Disneyland. That when her staff needs help. We greet them with a smile. We intently listen to their request. And then we help them get to their final destination. She said she appreciated that we’re not like other tech companies.
The other day I was out shopping with my wife and we decided to stop at Five Guys for a quick burger. We ended up waiting 30 minutes to get our food. The culprit. Uber Eats. As we sat there as Uber drivers kept showing up and picking up what seemed to be the most complex series of burger orders known to man.
Despite all the effort made to build a proper tech environment for your business. There will be interruptions Some interruptions will be big. And some interruptions will be small. If given the choice of defining your own up time requirements. Most people will people say… I never want anything to go down.