Create a Memorable Customer Experience

customer experience, customer serviceA true leader always keeps an element of surprise up his sleeve, which others cannot grasp but which keeps his public excited and breathless.  -Charles de Gaulle It is absolutely critical that every business owner be thinking about the customer experience. Why would you pick one small business CPA over another?  Let’s face it, all small business CPA’s are licensed and have similar technical knowledge and expertise.  Many also have similar experience, so why choose one over the other.  The answer, the EXPERIENCE the client has with the CPA and their firm! Why would someone pick YOUR BUSINESS over one of your competitors?  Why would they PAY MORE for your services when they can go to a competitor for a cheaper price?  The answer, the customer EXPERIENCE! What kind of experience do your clients/customers have when they do business with you? My friend Joseph Michelli has written an outstanding book entitled The Starbucks Experience.  In this book he highlights principles and practices for turning the ordinary into extraordinary.  He illustrates these principles through the unique and powerful experience that Starbucks creates for their customers. One of the practices that Starbucks incorporates is what they call the “Five Ways of Being.” Employees do not create an exceptional customer experience from a script, it has to come from the heart.  But how do you build a team that can fully engage their talents and passions, while at the same time creating a generally uniform experience for every customer? Starbucks has provided a structure that allows their staff to infuse themselves into their work AND consistently inspire customers with an extraordinary experience.  How?  The “Five Ways of Being.” Here they are:
  • Be welcoming
  • Be genuine
  • Be considerate
  • Be knowledgeable
  • Be involved
Every team member identifies ways that they can live out these 5 practices.  Some are common behaviors while some are unique.  Here are 5 questions that you can ask yourself and your team: 1.    How can our company give our customers memorable welcomes? 2.    How can we engage our whole team in discovering the unique needs of our customers? 3.    How can we invest more of ourselves in the process of interpersonal connection and consideration? 4.    How can we become more knowledgeable and improve in our core competencies? 5.    How can we add value to our community or to our business partners? Most small businesses can significantly improve their customer service and create a memorable customer experience.  By building your team using these 5 questions you can make significant improvement!

Tags: , , ,

2 Responses to “Create a Memorable Customer Experience”

  1. […] What differentiates us from our competitors usually has less to do with our products or services, and more to do with how we treat people! The best companies in the world get this and place a major emphasis on the customer experience. […]

  2. […] What differentiates us from our competitors usually has less to do with our products or services, and more to do with how we treat people! The best companies in the world get this and place a major emphasis on the customer experience. […]