Do the unthinkable — be your own customer. Take a critical look at your organization one afternoon and walk through the front door as a first-time customer would.
Notice things such as the clarity of your website, the friendliness of your telephone receptionist, the lighting and cleanliness of the floor, countertops, and displays. Notice the arrangement of your information, merchandise, and the responsiveness of the staff. Do you feel comfortable and are you welcomed, or do you feel frustrated and as if you’re an interruption?
If you sense anything other than comfort, being welcomed, and pride in your organization, you’ve got work to do. Because any other feeling you sensed, is also being felt by prospective customers — and you could be losing customers because of it!
So do yourself a favor. Notice and address the “little” things seen on the other side of your business. You’d be amazed at the “big” changes in new customers, customer satisfaction and retention that can develop.
Copyright MCMXCVIII – Liz Weber, CMC, CSP – Weber Business Services, LLC – www.WBSLLC.com +1.717.597.8890
Liz supports clients with strategic and succession planning, as well as leadership training and executive coaching. Learn more about Liz on LinkedIn!
More from Liz Weber:
Exceeding Customer Expectations
Where’s April?
Confirming SERVICE Value: Measuring the Specifics
Leadership – Do You Have What It Takes?
Building Business Relationships – Good Enough, Never Is
