It’s an old adage that I’ve mentioned before in my writings and video lessons:
The knowing and liking is easy. Just creating a good image and having a good reputation makes it easy for customers to want to like you. Be nice and respectful and they start to feel like they are getting to know you.
But, the trusting is more difficult. You have to earn your customers’ trust by following through and creating a predictable experience.
And anytime you have an opportunity to prove yourself and establish a little more trust with the customer, take advantage of it.
So, how do you know when your customers trust you? Aside from repeat business, referrals and
accolades, there is one word that you are looking for them to use as they describe you. That word
They are always so nice. They always take care of me. I can always count on them. And, when
there is a mistake or a problem, they always fix it.
So, how do you get to that level of trust? How do you get the word always to be part of your
customers’ description of you?
1. Be respectful. Customers want and deserve it. They actually expect it. Say please and
thank you. Show up on time.
2. Be predictable. Customers want an experience they can count on. They want to know that
if you say the shipment will be there by Thursday, it will. They want to know that the
service they get will always be what they expect. Being predictable is so much about the
3. Create consistency. Some would argue that this is the same as being predictable, but hear
me out. I may deal with Bob on one day and Sally the next. I don’t expect these two
people to be clones of one another. But, I do expect a consistency in their helpfulness and
enthusiasm for taking care of me. This is more about the culture and personality of the
organization than the actual experience. And, the personality is an important part of the
4. Eliminate friction. It could be slow moving line, a long hold time, complicated forms,
having to repeat your account number to the customer service rep after you were asked to
key it in on your phone pad. I could go on and on with the friction points that customers
of many types of business deal with. Find out what your friction points are and do your
best to eliminate them.
5. Don’t fail. Okay, this is not reality. This is actually a goal. Nobody and no organization is
perfect. But, trying to be is important. And, having the system to fix the problem properly
Sure, there are more ideas, tips and tactics we can add to this list. (And, feel free to share them
with us below.) So, to summarize,creating the always predictable customer experience falls into two areas; operations and culture. Click To TweetIs your system in place, and does it work? Is your culture
defined, and do your people walk the talk?
About the Author
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.
Follow on Twitter: @Hyken