Dunvegan Blog

Customer Experience Tip #37

You don’t have to have ALL the answers, but you should know how to find them.

Don’t embarrass yourself or your customer by fabricating a story that isn’t true. Let your customer know you don’t have the answer, but you know how to find it for them. Then find it.

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Customer Experience Tip #36

In the heat of the moment, breathe.

Not everyone can be even tempered at all times, but your business depends on your ability to remain calm while working with your customers. To help stay calm, remember to breathe.

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Customer Experience Tip #35

Employees are one of your best assets.

Treat them with respect, and honor their accomplishments. That helps keep your employees motivated to do a good job for you, which means your customers will receive a good experience while interacting with your employees.

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Customer Experience Tip #34

Always be positive with your customers.

Focus on the positive. Tell them what you can do and not what you can’t, don’t, or won’t do.

Negative comments or ideas can make your customer feel their loyalties are not genuinely appreciated.

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Customer Experience Tip #33

K.I.S.S. (Keep It Simple Sam)

Instructions, directions, processes, policies. Simplicity is best. If you offer a 100% money back guarantee – honor it – period.

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Customer Experience Tip #32

Follow through, do what you say and say what you’ll do.

Then just do it. Don’t break the trust you have built with your customers by not doing as you have promised.

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Customer Experience Tip #31

Make a referral.

Your customers will appreciate you and your business more if they feel you trust them enough to send your friends or colleagues to their business.

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Customer Experience Tip #30

Think before you dress.

When meeting a customer be dressed appropriately.

No matter what environment you may be entering with your customer, always be neat and clean, and wear the clothes and accessories required to fit in their environment.

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Customer Experience Tip #29

Monitor your tone.

When speaking to your customers, be aware that the tone of your voice can change the interpretation of the words you are saying.

Don’t contradict your message by the fluctuations in your voice.

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Customer Experience Tip #28

Trust your instincts.

If you feel your customer is not happy with your service or the way you have resolved an issue, you are probably right.

Investigate with your customer. Make sure you aren’t jeopardizing their loyalty by ignoring the situation.

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