How Painless Is Your New Customer Experience?
Is your business easy to do business with? Or is it difficult? The answer could impact your revenue as well as your reputation for service. Here are a few tips to help you stand in your customer’s shoes for just a few minutes to answer those questions.
What is the first image of your business that your future customer sees? Is it your website? A sign in your office window? An ad? Whatever it is, take a look at it with fresh eyes, like you’ve never seen it before. You may have several images to consider if clients approach your business in many different ways.
What do you notice first? Is the website simple or cluttered? Is your sign rusty and crooked or new and cute? Do you need to make any changes based on what you see?
If a customer calls, how many times does the phone ring before it’s picked up? Does the voice sound inviting and excited that someone called, or is it as if you were just interrupted? Or worse, did they get a recording?
If they walk in face to face, how are they greeted? What does your waiting room look like?
What is the interaction like with you? Are you able to answer the prospect’s questions? Do they feel comfortable with you or are they intimidated? What do you suspect it’s like for your clients?
If the prospect becomes a client, what do they have to do? Are there lots of forms to complete? How organized are you in getting the client started and serviced for the first time? Are you respectful of their time if they are in a hurry?
You’ve probably heard of mystery shoppers who are hired to give their opinions of what their client experience was like for them. They go through a similar process, evaluating every client touch point and suggest ways to make it a smoother experience.
Almost every business could benefit from periodically reviewing the client experience to discover where the weakest links are and how they can be fixed. Ask yourself these questions to see where you can improve your client’s experience and make it easy to do business with you.