Never Disappoint Your Customers
In my last entry, I exposed you to the idea of Points of Challenge (POC) when making reference to improving your business’ customer service. I introduced the concept of approaching the business entity as a three-dimensional object. By doing this, we can dissect the many POCs that any business may have. Customers enter into a transaction with a business at various points. However, no matter what entry point that is, the customer must never be disappointed. You can judge a book by its cover. If the initial POC for your business is a phone call, then you want to be sure that phone experience is the best it can possibly be. That would include reviewing the voice of the person or recording, any background program music, and of course, the menu. I am working on this for my phone message. Additionally, this initial meeting must be exciting if at all possible – upbeat and with good tempo. Remember, this is a potential customer that you, I believe, would want to continue to do business with you in the future.
Back To Doing Things Right
The objective is to see your business in terms of customer service from the beginning of the encounter to the end. Take yourself through the process of a complete interaction with a single customer. Each place where you see an opportunity to fumble the ball is a POC. Let’s say you have facility customers physically come to. Then your issues in terms of POCs may be different on the initial contact, but the goal is the same. What can you do to make that experience better? Here we are again to the “why can’t we just do things right” cliché. Unfortunately, this is what will place your business above the competition in your customer’s mind. I am going to discuss some very interesting thoughts concerning this as I continue this blog. There is any number of things a company can do to improve their service. However, that business must know what it is like to be one of their customers. By taking the time to become a customer, your eyes will be opened to the many possible POCs your business may have.
Next time, I will dig deeper into how you, as business owners, can begin to itemize what your specific customer service POCs are.
Thanks for reading,
Darryl