I am sure you feel just like me and become so frustrated when you call to either make an appointment, reservation or file a complaint and the person on the phone either hasn’t been trained or lacks communication skills. This first impression is definitely a clarion call as to whether we want to continue to do business with this company. Do companies realize how important that first impression is to their bottom line? How many times do you walk into an establishment and stand there waiting for someone to acknowledge you. I have on numerous occasions walked out and have seen others do the same. We all want to feel like we are important and that you as a company want our business.
I made a phone call the other day to Verizon and when I wasn’t getting the help I needed I asked to speak to a manager / supervisor. The person on the phone said you will have to wait 48 hours. Why is there not a manager / supervisor available every hour you are open? This isn’t the first time that I have heard someone say this to a customer. Staff shouldn’t have to take all the heat from the customer. No wonder turnover is so high… How many times when you are in a location and just want to ask a question about your purchase and can’t find a salesperson? It used to be at most retail or grocery stores there would be employees walking around and asking customers if they could help. It’s not like that anymore.
How many times have you paid a higher price for a service or product just because of the customer experience? We all want to feel like our hard earned money is going to the right place. We want value for what we are buying no matter how large the product or service is.
If you feel you are losing customers and need someone to give you a Fresh Perspective on your Customer Experience contact Debbie Hart at The Hart Experience 602.717.3271 or Debbie@thehartexperience.com www.thehartexperience.com