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Think of your favourite movie or box set.
You’ll love it because of how it made you think and feel, and you probably felt part of the action.
It’s not just the lead actor that grabs your attention. It’s the overall performance. The script, the supporting cast, the input from the director and producers. The list goes on.
But what if all these things weren’t put together properly – what would you think of it then?
Delivering a great customer experience isn’t just about, HOW you handle complaints and put things right.
It’s about what everybody in your business does to make sure your customers feel appreciated and cared for at every turn.
And like your blockbuster movie, your business gets to enjoy a growing fan base of customers who tell everyone just how great you are to deal with and keep coming back for more.
But when your script doesn’t go to plan, rather than your customer telling their colleagues and friends what they love about you, they might end up saying don’t bother, or it was just ‘ok’. Either way, it leaves them with an opinion and something to say!
It’s not JUST about making sure your front of house team do everything they can either.
Where everybody puts themselves in your customer’s shoes and responds in the right way, because they’re in it together. Not the other way round.
No matter what their role, it’s how they communicate, collaborate and cooperate with each other because everyone has the customer at the front of their mind.
As a business owner or leader, you know your customers are the lifeblood of your business.
This puts you in the director’s chair, which means it’s your job to make sure everybody plays their part. In return everyone knows what needs to be done and you get to look forward to receiving the rave reviews your product, service and business really want.