You never get a second chance to make a first impression. This is a big deal when we’re talking about managing the customer experience.Have you ever wondered why some businesses are more successful than others? Or why people love going to the same restaurant? Or even why people are willing to pay more for something at one place, even though they could get it cheaper somewhere else?Is it because the businesses are successful, or because they are managing the customer experience? These businesses thrive because every detail is managed, ensuring the experience is unforgettable.Think about your business – are you managing the experience?
Let’s take this quiz and see:
Rate yourself from 1-10 on the following questions, with 1 meaning you’re not even thinking about it, and 10 meaning you excel at it.
Is your website up to date and professional?
Are you and your team professional and personable, representing your business appropriately?
Do you address every client by their name?
Do you have a systematic process for finding the need and filling the need?
Are you making product recommendations to your clients?
Do you make service recommendations?
Are you inviting your customers back into your business continually?
Do you charge what you’re worth?
Are you consistently promoting your business and seeking new clients?
Do you have a follow-up program in place?
Are you using the best tools possible inside of your budget?
Do you ask your clients for referrals?
Do you have plan for your financial future?
No one gets a 10 in every area. No, not even me! But this is a way to really get a pulse on your business.
Pull your 3 lowest scores and create action steps that will raise that score right now. Then you can build upon that and constantly manage your customer experience.
Remember, everyone involved in the business is responsible for helping to manage the customer experience. From independent contractors to virtual assistants, to how your team members present themselves to the customer, it all matters.
You need to know what is working and what isn’t. And remember, you don’t have to fix it all at once. You just need to take action.