Friday, July 29, 2011

Becoming Customer Friendly

Great advice recently from Drew:

If you really walked a mile in their shoes…

Posted: 16 Jul 2011 09:47 AM PDT

…have you really walked a mile in their shoes?

We give lip service to wanting to serve our customers better, but I see so many examples where people clearly didn’t bother to even consider their customer, that I wonder.

I’m betting we could walk into any business today and point to things that make life better or more enjoyable for the employees but make the customer feel less important or considered.

Here’s what it might look like if you genuinely walked a mile in your customer’s shoes if you owned/worked at…

A take out food establishment: I’d put all the cold food in one bag and all the hot items in another.

A oil change shop: I’d have more than just car magazines in the lobby.

A CPA/business banker: I’d take the forms I make you fill out every year and put them into excel so you could easily update them rather than re-writing pages and pages of numbers.

A pest control company: I’d show up at your house in an unmarked van so all your neighbors wouldn’t know you had a bug problem.

A movie theatre: I’d have a “in your seat 5 minutes before the show” rule like they do in live theatres.

A lawyer: I’d provide you with a cheat sheet of all the important legal documents you need, have and where they’re stored.

Your financial planner: I’d give you a template that captured all of your financial data (investments, bank accounts, credit cards etc.) to put with your will in case something happened to you.

A clothing store: I’d have a room you could enter and have a store employee take a picture of you (with your phone) so you could get other opinions on the potential new outfit.

Did you notice that none of these changes are a big or expensive deal?

If I can do this with 8 types of businesses — I’m pretty sure we could do it with yours too. Your turn — tell us your organization’s core business and what you’d do differently if you truly walked a mile in your customer’s shoes.

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