I’ve had a couple of positive experiences this week, both of them dealing with different companies where I was given service right at the point where I initiated contact with the companies. One was a household insurance claim with Direct Line after my wife drowned her phone; the other was with our local telecoms provider Manx Telecom where I wanted to switch contract. And I have high praises to sing about both companies based on my customer experience.
The reason is that they resolved my business within a few minutes, without asking me to come back another time or speak to someone else. This could only be done thanks to the correct use of technology and the proper empowerment of employees who customers are dealing with. In both cases, I only had to deal with one person, who had both the tools at their disposal and the ability to resolve my issues, and this is really what a customer wants from a company that’s providing a service to them. The same applies whether you’re selling costumes, servicing a complaint in a Westgate property, or listening to your constituents. People come to you with an expectation that you will assist them in some shape or form, and if you can meet or even exceed those expectation, then you can turn them into your fans and supporters. So give clients the service they expect .. and give it to them right away!