What do your policies say to your customers?

Are your company’s policies consistent with a positive customer service experience? Sound rhetorical? That should seem obvious, but let me tell you from daily interaction with the people who keep the doors open, it is critical to make sure your interaction is consistent with that objective. Customers are the life force of your business. And, their experience is the crucial component of that understanding.

Our technological landscape has changed the way customers do business and with whom they choose to do business. It is simply too easy to go somewhere else. And the last thing a business needs is for the customer to think to themselves, “wow these folks are awful and I did not have a good experience. Case in point; a store manager walks to your table at a local cafe /coffee-house and states, our owners have established that if you are not a paying customer, that you must leave and make room for the paying customers….SERIOUSLY! First reaction is outrage. Second reaction is thank you very much and I will not do business with your establishment again. In fact, I will probably go out of my way to make sure I let everyone know of my negative experience.

You get the point….a policy with the intention of helping customers to your establishment that has the unintended consequence of alienating the customers that are at the establishment that can and do use social media to tell all their friends and followers what a wonderful experience they are having, invite all their friends, stay and eat lunch, drink coffee and make it an Awesome experience for everyone. Make Sense?

My last and final reaction was to leave a $100.00 bill on the table and write nice and sincere “have a nice day, I am not coming back”

Your positive customer experience advocate

Have a great day!

Bo

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~ by Bo Hussung on May 17, 2010.